Customer GPS Program LK 4-11-16
- 1. Weil-McLain Customer GPS Program April 18th, 2016
- 2. What is GPS? A GPS, or “Global Positioning System” is a navigational device for enhanced guidance. It provides a roadmap, gives direction, highlights points of interest, and generally makes the journey easier for its user.
- 3. What is Weil-McLain GPS? For Weil-McLain employees, GPS has an additional meaning: “Guiding Principles for Success” These are the tools that Weil-McLain uses to better serve their customers.
- 4. Benefits of GPS GPS implies that we’re headed somewhere, hopefully on a better path or journey. It provides guidance and preventative measures that keep you on the right track. GPS systems are adaptable – there are a lot of ways to get from Point A to Point B and a GPS can help us get there. They’re also high-tech and high-efficient.
- 6. What’s our destination? Our destination is more complete customer satisfaction. Everything we do is intended to benefit our customers, from Sales to R&D to Operations. What are we doing to better serve them? – To reward them for their business? – To engage them moving forward? – To assure mutual success? Customer focused, Customer-centric, Customer FIRST.
- 7. How do we get there? Stay on course by using the Weil-McLain Navigational Toolkit Each initiative Weil-McLain undertakes throughout the year is part of the navigational toolkit that better supports our customers
- 8. Our Navigational Tool Kit Customer Focus through Team Accountability – 4DX Customer Opportunities through Market Intelligence – M2 (Micro Markets) Customer Incentive Programs - DAP(Distributor Alliance Program), Contractor Loyalty Programs Customer Engagement through Digital Toolkit – CRM Microsoft Dynamics, New Websites, Mobility Tools
- 9. Team Accountability Four Disciplines of Execution: 4DX What’s the purpose? – Accountability and execution process for strategic growth initiatives What’s the value for the sales team? – Provide focus on activities to achieve sales growth What’s the value for the customer? – Provides focus on key activities that influence business growth
- 10. Market Intelligence Micro Markets: M2 What’s the purpose? – Profile key distributors and identify growth opportunities What’s the value for the sales team? – Assesses key market dynamics and identifies activities to improve coverage What’s the value for the customer? – Fosters partnership in growing sales
- 11. Incentive Programs Distributor Alliance Program: DAP Contractor Loyalty: Boiler Bucks What’s the purpose? – Simplified rewards programs designed to reward performing distributors and contractors and gain mind share. What’s the value for the sales team? – Reinforces desired purchasing behaviors and encourages distributors and contractors to engage What’s the value for the customer? – Pricing transparency and empowerment to earn increased benefits
- 12. Digital Tools Microsoft Dynamics: CRM New Websites: Mobile Responsiveness, Social Media What’s the purpose? – System for sales related data and information What’s the value for the sales team? – Centralized location for account documentation What’s the value for the customer? – Provides continuity in interactions, MarComm promotions and product updates
- 13. Putting GPS to work Commit to the goal of bringing greater value to our customers. Embrace the challenge of delivering complete customer satisfaction. Enjoy the journey.