Case, Landia
“Creating a common understanding and direction based on proven facts makes the whole team play better”
Steen Larsen, Director of pump manufacturer Landia, has a team that stands up for its sales force.
Company
Landia
Number of employees
150
Industry
Manufacturing of pumps and energy
Established
1933
The SalesScoreCard test triggered and provoked a reaction
A DI webinar was what sparked Steen Larsen’s curiosity. “DI, CBS, Business Denmark and Customer Agency are a convincing team. I became so curious that I immediately went home and took the test on morgendagenssalg.dk. It was an aha experience, so I asked my Sales Director to do the same. The result was provocative: Why were our perceptions of Landia different? We had to look into that!”
Helping each other to help our customers
“We are a company with very different customers ranging from farmers to high-tech industry. This means that our employees are also different. Nevertheless, I was completely surprised about how differently the individual support layers had answered the questions in the sales diagnosis tool when Carsten Rothmann from Customer Agency presented the results. Could we be better – both individually and together – if a common understanding of how and why sales generate value was created? The answer was: You must help each other to help your customers. That sparked good talks and soul-searching and made me want to take a closer look at the team.”
The process catalysed common understanding as our team sport
“119 customers participated in our large customer analysis, which clarified how important customer service is, from the first phone call to sales to
ongoing support. All employees must know their role, value and place on the team. Salespeople are important, because sales is the opening. But the team must stand up for the salespeople and the value chain we have built, so that customers have a good experience when contacting all levels of the organisation.”
Proven facts gave us courage
“I probably had a sense of where the shoe was pinching, but now I have research and fact-based documentation to prove it. The documentation has given us sufficient mutual trust to dare discuss any issues. People are different, and it’s important to talk about why everyone is important, so we become one team instead of small cliques. The process has catalysed a team that plays better, and we will definitely see that on the bottom line.”
Solution
Sales diagnosis, customer insight analysis, segmentation, customer journey, execution plan, Customer Care (behavioural training), sales reports
Benefits
Better team performance and bottom line