Strategic Customer Relations - next case study

Market leader accurately predicts the depth and challenge of the IT expenditure downturn. The strategic response is to focus the European organisation on strengthening their relationship across the customer base and to accelerate the transition from a hardware focus to a solutions focus.

Content

• eBusiness and technology impact on Customers:
  Understanding how the customers will be impacted by rapidly changing technology and business models. Redefining the value proposition to deal with this.

• Strategic Customer Relationships:
  Understanding how market forces impact strategic customer relationships and developing successful responses.

• Building a Customer Centric Organisation:
  Identifying the cultural dimensions fundamental to the creation and maintenance of a customer focussed organisation.

• Leading the Implementation of Change:
  Building frameworks and applying them to the current change initiatives.

Participants
The participants consisted of the most senior managers in the EMEA organisation. They represented all activities of the company from manufacturing to sales.