A true transformation in a US industrial company

Our client is an industrial manufacturer of industrial pumps and we were tasked with getting their commercial organization in North America to ‘the next level’. The company had enjoyed tremendous success for decades but starting in the late 2000s, sales orders continuously dropped, and competitors took over market share.

The sales model relied on individual relationships rather than scalable team-based experiences. mab worked with the client to implement a reliable and repeatable customer experience that would greatly enhance the relationship-building with the customer.

This required us to

• Identify the key customer touchpoints.

• Create a customer journey.

• Expand the CRM from pipeline management to a relationship building.

• Train the entire commercial organization on CX.

• Implement Customer Surveys.

• Run a Change Management program as this represented a dramatic change for the organization with tremendous resistance especially in the beginning.

After 18 months, the team clawed back lost market share. The previously undervalued CSR (customer service representatives) who traditionally carried the most customer interactions by volume but never were appreciated for it, started to drive reliable and repeatable experiences for customers that boosted customer satisfaction.

According to company leaders the biggest change of all was the entire organization’s shift from an inside-focused model to a customer-intimacy approach. The customer journey mapping had allowed every single employee in the organization to see their contribution to customer satisfaction.

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