Trailblazing manufacturers are creating worlds that revolve around customers. Worlds that are worth £52.52m.

Creating more valuable connections with distributors and customers

Senior sales leaders are using insights from across the business to improve account management with a more mobile, collaborative approach. Sales can use insights from service and connected products to get a 360-degree view of customers, driving highly personalised conversations and more accurate demand forecasting. In return, senior sales leaders can share information about cross-sell and upsell opportunities with marketing.

The combined impact of this approach is £52.52M across the business as a whole, with sales contributing £24.29M.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Advancing demand forecasting and understanding a customers propensity to buy

Improves pipeline visibility and drives process efficiencies

Getting a 360-degree view of the customer

Increases sales of service-related products

Together, sales and service leaders are…

Feeding sales insights into their predictive and preventative service offering

Smarter customer service boosts customer retention

Increasing cross-sell and upsell opportunities based on field service data

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with distributors and customers

Senior service leaders are using insights from sales and connected products to empower their people to deliver a better-quality, cross-channel service as efficiently as possible. In return, senior service leaders can share customer feedback with the rest of the business, enabling a preventative and proactive service offering.

The combined impact of this approach is £52.52m across the business as a whole, with service contributing £18.37m.

Innovative service leaders are...

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Together, sales and service leaders are…

Feeding sales insights into their predictive and preventative service offering

Smarter customer service boosts customer retention

Increasing cross-sell and upsell opportunities based on field service data

Improves customer retention and repeat purchases

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with distributors and customers

Senior marketing leaders are using insights from across the company to improve brand loyalty and the management of leads, events and campaigns. That level of insight means they can deliver highly personalised, omnichannel customer journeys. In return, senior marketers can share customer data and redefine the business’s value proposition, highlighting differentiators in an industry that’s becoming increasingly focused on service.

The combined impact of this approach is £52.52m across the business as a whole, with marketing contributing £15.86m.

Innovative marketing leaders are...

Creating a unified experience across web, social, mobile and email channels

Improves retention, conversion rates, brand consistency and ROI

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Developing personalised, one-to-one customer journeys

Improves customer retention rates

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers have the information they need to reduce queries and complaints

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with distributors and customers

Senior IT leaders are improving the running of key lines of business through a single suite of easy-to-use, integrated, cloud-based systems – systems that boost employee productivity, increasing revenue, reducing costs and ultimately, enhancing the customer experience. In return, they will spend less time maintaining complex infrastructures and sprawling systems, freeing up resource to focus on other priorities.

The combined impact of this approach is £52.52m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Advancing demand forecasting and understanding a customers propensity to buy

Improves pipeline visibility and drives process efficiencies

Getting a 360-degree view of the customer

Increases sales of service-related products

Innovative service leaders are…

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Improves retention, conversion rates, brand consistency and ROI

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Developing personalised, one-to-one customer journeys

Improves customer retention rates

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with distributors and customers

Connecting data and teams across your key lines of business will help you to create new revenue streams, predict peaks and troughs in demand, manage the performance of your operations and ultimately, result in happier distributors, partners and customers.

It also has a more tangible impact of £52.52m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Advancing demand forecasting and understanding a customers propensity to buy

Improves pipeline visibility and drives process efficiencies

Getting a 360-degree view of the customer

Increases sales of service-related products

Innovative service leaders are…

Engaging with customers through the channel of their choice

Personalised customer experience improves retention

Directing traffic to self-service channels, without affecting service quality

Increases productivity and reduces costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Improves retention, conversion rates, brand consistency and ROI

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Developing personalised, one-to-one customer journeys

Improves customer retention rates

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads