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Public to private
A publicly owned service company relied on independent
distributors to reach its market, and was facing
increased competition. So, it called on ICM to develop
a sales monitoring process and tool for distributors
in order to change mind-sets by strengthening the
focus on service. |
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The process ran over two
years and included :
- Establishing a series of Quality and Service
criteria and validating these during a working
meeting with users, distributors and sales people.
The overall process was then presented to the
sales teams
- Facilitating an " Action Services " team
working on the sales approach, as well as behaviors
needed to reduce the gap between consumer expectations
and existing marketing
- Consultants conducting monthly anonymous
calls to 100 salespeople, simulating a customer
requesting information. This included assessing
the calls in terms of predetermined evaluation
criteria
- Facilitating, with the client, a panel of
about 20 consumers every two months and transmitting
the results to the "Action Services" team for
appropriate action
- Quarterly auditing of distributors and conducting
"Action Services" team working meetings to review
progress during the preceding three months.
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