The Company
The company is a North American powerhouse in the commercial vehicle market, leading the way in heavy-duty truck manufacturing and excelling in medium-duty trucks and specialized commercial vehicle production.
Business Challenges
The client wanted to transform aftermarket parts teams from passive order takers to expert sales professionals. However, they faced the following challenges:
- Lack of Customer-Centric Thinking and Behavior: The organization struggled to instill customer-centric values and behaviors across all identified roles.
- Poor Customer Loyalty and Engagement: Enhancing customer loyalty and engagement was a significant challenge, leading to weak long-term relationships and dissatisfaction.
- Disconnected Employees: Employees felt disconnected from the industry and the company, failing to align with its values, goals, and culture.
- Stagnant Sales Results: The organization faced difficulties boosting sales results, particularly in expansion sales, hindering overall business growth.