It's a given that a business needs to focus on its customers. But how does this work in practice for industrial sectors, where customers aren't consumers, but businesses?
In this paper we take a look at how manufacturing companies are collaborating with customers to build relationships and revenue. They're using a variety of techniques to understand customers better, both individually and in groups. They're helping them improve efficiency – and document the environmental impact. They're reaching across the supply chain and working to understand how their customers' customers – consumers – impact decision-making. And in meeting customer needs better, everywhere customers are located, manufacturers are also improving their own products and cutting costs. We think the principles can work for companies of all sizes and can potentially drive both incremental increases and step changes in efficiency.
Our paper includes examples from manufacturers who are leading the way in customer collaboration – and reaping the benefits.