The Danwood Group are the largest independent providers of print and document solutions in Europe and a truly home grown success. With dedicated staff operating from locations across the length and breadth of the UK, Ireland and Jersey, we are quite simply the market leaders in our field.
Significant changes within the Danwood leadership team, unlocked a real appetite for change at customer facing level. This combined with ambitious growth objectives of + 10% top line growth accompanied by margin improvement to step change bottom line profit performance. A key to allowing the achievement of the company objectives is an improvement in the organisations customer management.
Task given to STAR
Make the way we manage our customers our competitive advantage – through:
A ‘Polished, Professional, Customer Focused’ sales team.
Supported by a Customer Centric Organisation.
The first critical phase of their programme was all about customer management insight for the commercial division, understanding their development start point. Danwood is a large and complex business spanning many sectors and divisions and we were aware that previous attempts at “one size fits all” solutions had been less than effective. We simply had to understand the organisation – its people, products, systems, customer base and challenges – before we could develop development road maps.
Using the STAR Customer Management Assessment [ SCMA ] methodology we assessed the customer management operations across the commercial division.
The outputs from the SCMA informed the development of the first phase of programme and approach, developed and delivered through STAR Academy
It has also provided the foundation for the development of the next phase of the customer management journey ~ Document Centric Services.
The consultancy assessment provided a customer management development road map and board level functional engagement.
It highlighted six core streams the organisation could focus on for customer management improvement.
A dashboard of hard and soft measures have been agreed to plot progress.