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Customer

Kramp

Kramp-header

Übersicht

Kramp Groep ist Europas größter Spezialist für Ersatzteile und Zubehör für die Landwirtschaft. Mit über 500.000 online verfügbaren Produkten, 11 Vertriebszentren und 24 Verkaufsbüros in ganz Europa ist das Unternehmen einer der größten Anbieter von Landtechnik weltweit.

Goals

Steigerung des Umsatzwachstums

wieder mit den Kunden in Kontakt treten

Verbesserung des Kundendienstes

Herausforderung

Aufgrund des relativ schnellen Wachstums von Kramp in den letzten zehn Jahren begann das Unternehmen mit etwas zu kämpfen, das sie gerne als "Wachstumsschmerzen" bezeichnen. Dinge, die in der Vergangenheit funktioniert haben, funktionieren nicht mehr. Die Kundenzufriedenheit ist in den letzten 5 Jahren zurückgegangen. Dies führte zu sinkenden KPIs und Kundenbindung. Eine neue Plattform, die den Kunden eine Stimme gibt, wurde benötigt, um die Kundenorientierung zu verbessern - ein Wert, den der Gründer einst sehr hoch einschätzte.

Kramp-Challenges
Kramp-Solution

Lösung

Kramp baute mit der Alida-Plattform ein Kundenpanel auf, um die Stimme des Kunden zu erheben und so ein tieferes Verständnis der Kundenbedürfnisse und eine gemeinsame Entwicklung mit den Kunden zu ermöglichen. Als sie ihren Webshop aktualisieren wollten, die Back-End-Technologie, mit der der Vertrieb potenzielle Kunden anspricht, testeten sie ihn mit den Kunden und baten sie um Feedback zu den Änderungen und zu den neuen Funktionen, die Vorrang haben sollten. Aufgrund des hohen Engagements und der Entdeckung neuer Lösungen war das Team in der Lage, die Erkenntnisse und das Feedback der Kunden noch einmal zu validieren.

Ergebnisse

Dank der durch das Kundenpanel gewonnenen Erkenntnisse war Kramp in der Lage, Projekte effizienter zu priorisieren und Ressourcen zuzuweisen. Die Kundenorientierung hat 13 Initiativen in der Organisation beeinflusst, vom E-Business über Geschäftslösungen bis hin zu Marketing und Vertrieb. Außerdem wurden drei strategische Projekte ins Leben gerufen, darunter eine erneuerte Kundendienststrategie und der Fahrplan für die digitale Entwicklung. Dank der verstärkten Nutzung von Kundenfeedback war Kramp in der Lage, einmal mehr eine hervorragende Kundenerfahrung auf den Markt zu bringen.

Kramp-Result

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