Consumer Goods
📌 Implemented a digital engagement program to connect wholesalers, distributors, and retailers under a single platform.
📌 Encouraged all channel partners to install a feedback app for real-time insights on satisfaction and stock levels.
📌 Introduced Partner NPS® (P-NPS®) to measure overall satisfaction and key attributes like pricing and supply reliability.
💡 Key Finding 1: Partner NPS® Provided Real-Time Visibility into Supply Chain Health
📊 Tracking P-NPS® helped identify satisfaction trends and potential risks across the supply chain.
📊 Improved customer experience metrics by capturing direct feedback from partners.
📊 Laid the foundation for reducing customer acquisition cost (CAC) by strengthening existing partnerships.
🚀 Why this matters:
✔ A well-connected supply chain improves customer experience and retention by ensuring product availability.
✔ Enhancing partner relationships reduces attrition and lowers the cost of onboarding new partners.
✔ CX strategy based on real-time feedback allows for proactive problem-solving, boosting brand reliability.
📌 Segmented channel partners into Promoters (highly satisfied) and Detractors (dissatisfied).
📌 Rewarded Promoters with tailored incentives to encourage continued engagement.
📌 Conducted AI-powered driver analysis to uncover key issues affecting Detractors.
💡 Key Finding 2: Distribution and Poor Communication Were Major Pain Points
📊 Driver analysis revealed that ‘Distribution inefficiencies’ and ‘Communication delays regarding shipment issues’ had the strongest negative impact on P-NPS®.
📊 High-volume channel partners (Platinum Detractors) were at the highest risk of churning due to these factors.
📊 Addressing these two pain points became the top priority for improving partner satisfaction.
🚀 Why this matters:
✔ Customer retention in the B2B space is heavily dependent on seamless logistics and communication.
✔ Solving supply chain inefficiencies leads to lower customer acquisition cost (CAC) and higher customer lifetime value (CLTV).
✔ A data-driven approach to CX ensures that resources are allocated to solving the most impactful issues.
📌 Developed a proactive resolution framework to address partner concerns before they escalated.
📌 Enhanced shipment tracking and communication to improve trust and reliability.
📌 Optimized distribution efficiency by identifying bottlenecks and adjusting supply chain processes.
💡 Key Finding 3: Strengthening Partner Relationships Reduced Incentive Dependence
📊 By addressing key partner concerns, the company increased P-NPS® from 23% to 39%.
📊 Stronger relationships resulted in an 8% reduction in incentive spending while maintaining product stocking levels.
📊 CX strategy improvements led to better partner engagement, increasing supply chain stability and long-term profitability.
🚀 Why this matters:
✔ Reducing financial incentives while maintaining engagement increases profitability and supply chain sustainability.
✔ Improving customer experience leads to better partner retention and long-term business growth.
✔ AI-powered insights allow for targeted interventions, ensuring resources are used efficiently.
📈 Partner NPS® increased from 23% to 39%.
📊 Incentive spending reduced by 8% while maintaining strong partner relationships.
🚀 Distribution and communication improvements significantly enhanced supply chain reliability.
By implementing a customer-centric approach to supply chain management, our client successfully:
✅ Improved customer experience for wholesalers, distributors, and retailers.
✅ Enhanced customer retention by addressing high-value partner concerns.
✅ Optimized customer journey touchpoints, reducing inefficiencies in the supply chain.
✅ Demonstrated the ROI of CX by linking partner satisfaction improvements to revenue growth.
✅ Reduced customer acquisition cost (CAC) and increased customer lifetime value (CLTV) by fostering long-term loyalty.
This case study highlights a fundamental truth in B2B customer experience: Strong relationships drive business success.
🔹 Customer satisfaction in the supply chain is a key determinant of business performance.
🔹 CX data analytics helps uncover actionable insights to strengthen partner engagement.
🔹 Customer journey optimization leads to higher efficiency and lower operational costs.
🔹 Investing in the right CX strategy can significantly improve customer retention and profitability.
🔹 The ROI of CX is clear—happy partners lead to a more resilient, efficient, and successful business.
By leveraging P-NPS® and AI-driven insights, our client built a more sustainable supply chain model, ensuring long-term growth, stability, and competitive advantage. 🚀
✅ Implemented a holistic feedback system for channel partners (wholesalers, distributors, and retailers).
✅ Used Partner NPS® (P-NPS®) to track and enhance relationships with key stakeholders.
✅ Leveraged AI-powered insights to reduce dependence on incentives for stocking products.
✅ Optimized the sales funnel by addressing key supply chain bottlenecks.
✔ Demonstrated the ROI of CX by linking channel partner satisfaction to improved sales efficiency.
✔ Optimized customer journey through better communication and distribution strategies.
✔ Improved customer experience metrics by reducing shipment delays and increasing partner satisfaction.
✔ Lowered customer acquisition cost (CAC) by fostering stronger relationships with retailers.
✔ Increased customer lifetime value (CLTV) by ensuring consistent stock availability and reliability.
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