Case Studies

Industrial Manufacturing Customer Insights Loyalty Retention

A Private Equity firm engaged nxtMOVE to clarify its strategic decisions around
its portfolio company – a distributor of aftermarket industrial components


Client Situation & Objectives

  • Obtain market-based insights to gain a deep understanding of its regional and national customer dynamics, including:
    • Identifying existing supplier relationships and level of satisfaction

    • Perceptions of the client’s portfolio company

    • Perceptions of competitive suppliers

    • Identifying unmet needs

  • Identify growth opportunities by market segment

  • Deliver tactical recommendations to drive client’s strategic initiatives

nxtMOVE conducted qualitative and quantitative analyses of growth drivers related to Brand, Sales Force Structure, and Distribution Channels

The Approach

Industrial Manufacturing Customer Insights Loyalty Retention Figure 1

Our findings provided the client with a clear understanding of the aftermarket and delivered actionable insights to drive its growth

The Results

  • Identified significant growth opportunity in mid-tier customer segment; re-defined distribution and sales strategy

  • Provided new insights into customer preferences; identified capture opportunities

  • Identified need and opportunity to further develop the company's brand

  • Initiated concrete actions to improve performance; launched customer loyalty program

  • Provided further recommendations related to site location, private label opportunities, national account management, and implementation of a web-based order system

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