Customer Leadership in Asia
Helping a Global Consumer Goods Company to strengthen key Customer relationships
Client Challenge:
The client needed to create deeper and more collaborative relationships with its key customers based on working together to grow categories and manage the value chain for greater profit.
Strategy:
Glendinning recommended the creation of a customer leadership change management program aimed at key leaders in customer management with a focus on their role in providing outstanding leadership to customers.
Solution: 360 Degree Customer Leadership Model:
Glendinning consultants developed the “10 Habits of Customer Leadership” model for the client. The model included supporting tools such as Voice of the Customer, Customer Intimacy, Customer Engagement and Customer Investment. At the same time, Glendinning developed a kick start workshop for key Asian markets at which the 10 Habits are reviewed in a comprehensive
Result:
A shared and consistent vision of what customer leadership means is being rolled out across 40 Asia Pacific markets through the launch of the “10 Habits” model and its accompanying tool kit. This has led to unprecedented levels of collaboration and partnership with the client’s key customers.