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* Building Customer Engagement Capability Date Published: 30/03/2008 *
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Building Customer Engagement Capability  

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IGD's guide for manufacturers seeking to build customer engagement capability with their key customers.

 
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International and domestic retailers continue to look to their leading suppliers to demonstrate increasingly sophisticated customer engagement capability. And whilst those who are able to demonstrate this benefit form a more strategic relationship with their key customers, the bar continues to rise. IGD’s interviews with both local and international branded manufacturers reveal that many are seeking to understand:

  • How does our customer engagement capability compare with our peers?
  • What are our key customers looking for and what’s best practice?
  • What do we need to do to improve our capability?
  • How will customer engagement capability need to evolve in the future?

IGD's Building Customer Engagement Capability report will answer these questions and provide practical steps for branded manufacturers seeking to benchmark and enhance their customer engagement strategy in all areas of capability including customer management, brand marketing and innovation, reporting structures, financial management, data and shopper insights, supply chain management and category leadership.

Through interviews with the leading retailers and branded manufacturers the report will provide unique first hand insight, case studies and best practice models for to help manufacturers build the relevant internal capability to succeed with their key customers.

Whether you are looking to enhance your engagement with key customers in local markets or forge deeper global trading relationships with your key international customers, this report will provide practical unbiased insight to assist you in this process.

 
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Building Customer Engagement Capability will help you:

Assess your company’s customer engagement capability with your key customers.

Benchmark your position against that of your peers.

Understand the capability that retailers are looking for through IGD’s exclusive interviews with the leading players.

Identify future steps to build your capability.

Understand the industry’s latest experiences and attitudes to customer engagement and global account management through IGD’s unique annual survey.
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EXECUTIVE SUMMARY
  • What do Retailers’ Expect from Suppliers?
  • The Growing Importance of NPD & Innovation
  • The Challenge of Achieving Consistently High Service Levels
  • Getting Traction from Shopper Insights
  • How can Suppliers Build Strategic Relationships?
  • Developing Customer Engagement Capability
  • Latest Development in Global Account Management
RETAILERS' EXPECTATIONS OF SUPPLIERS' CUSTOMER ENGAGEMENT STRATEGIES

IGD’s Customer Engagement Research

  • IGD’s Research Aims
  • IGD’s Retailer Survey
  • IGD’s Supplier Survey

Retailers’ Basic and Advanced Expectations of Suppliers

  • Comparison of Retailers' Basic and Advanced Expectations of Suppliers
  • Retailers’ Priorities

Alignment of Retailers’ and Suppliers’ Views

  • Suppliers’ View of their Competitive Advantages vs Retailers’ Priorities
  • Identifying Capabilities for Development

The Future Focus of Trading Relationships

  • Retailers’ Views on Future Trading Relationships
  • Suppliers’ Views
CUSTOMER ENGAGEMENT CAPABILITY

Developing Strategic Relationships

  • What are Strategic Relationships?
  • How do Retailers Select Strategic Partners?
  • Key Steps for Building Strategic Relationships

Benchmarking Customer Engagement Capability

  • IGD’s Capability Shield
  • How do Suppliers Rate their Capability?

Building a Capability Path

  • IGD’s Capability Path Model
  • Building a Capability Path for Supply Chain Management
  • IGD’s Capability Scorecard

Identifying Future Customer Engagement Priorities

  • Benchmarking the Challenges of Customer Engagement
    Identifying Development Opportunities
CURRENT & FUTURE DEVELOPMENTS IN GLOBAL ACCOUNT MANAGEMENT

Benchmarking Global Trading Relationships

  • Research Methodology
  • Which Retailers have the most Global Trading Relationships?
  • The Polarisation of Global Trading Relationships
  • How ‘Strategic’ are Global Trading Relationships?

How are Suppliers Moving along IGD’s Transition Curve?

  • IGD’s Transition Curve Model
  • Where do Suppliers Currently Sit on the IGD Transition Curve?
  • Where will Suppliers Sit on the IGD Transition Curve by 2010?

Building Capability across Global and Local Teams

  • Splitting Responsibilities Between Global and Local Teams

View the full contents as a PDF here
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Value: CD (single user)
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Additional Information:

All reports are subject to VAT at 15%. Each MyReport is licensed for up to 50 users. For additional users, please contact IGD. CDs will be delivered by post in two to three working days from date of ordering. This report is promoted by IGD as agent for IGD Services Ltd. Cheques should be made payable to IGD Services Ltd.
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