Vaillant / AWB - Become more customer centric
Building a value net to become more customer centric
“Now I truly understand how we can make the difference!"
(Team member Marketing and Communication, AWB/ Saunier Duval)
Background and opportunity
The Saunier Duval Brand Group (part of Vaillant) is one of the leading bands of heating solutions for domestic comfort in Europe. AWB is a Dutch subsidiary of Saunier Duval that serves the project market. This means that the most important customers for AWB are public housing corporations agents and project developers; who are responsible for many large development projects.
There are many stakeholders involved in these projects. The success of AWB depends on how well the company is able to add value for the different parties. A deep understanding of the customer needs provides important input, to be able to make a difference. SunIdee helped AWB to better understand the market dynamics and come up with innovative ways to be more successful in this competitive market.
Results
A well defined Value Net for 3 types of projects for AWB. Each Value Net provides an overview of the process, stakeholders, roles, and important interaction moments during the project phases.
An answer to the key questions for AWB:
Where can we add most value for our customers?
What topics should we focus on?
A clear plan of action for marketing and communication for AWB.
Approach
A Value Net training and workshop, to identify the key stakeholders and interaction moments in the decision-making process.
A strategic workshop to identify key projects to become more customer centric, and make an action plan.
Make internal communication materials. Transform the value net overview, insights, and conclusions into an internal training & discussion tool.
