Our client Rockfon, the world’s leading acoustic company, wanted to improve customer experience through ensuring the focus and responsibilities of the multi-disciplined teams to better match the changing needs of their clients. Rockfon sought to strengthen its “win local” approach, and further build on its personalized customer service strategy.
The team also wanted to gain a more detailed, data-driven understanding of how customers interact, buy, and use their products and services. This information would allow them to personalize propositions according to market-specific dynamics, improve the team performance by shifting their focus to the right customers at the right time, and overachieve the sales targets.