Nelson Container Customer Intimacy
Value Discipline: Customer Intimacy
Areas of Emphasis
- Develop and nurture close relationships with customers. Provide total solutions to customer needs & problems
- Offer personalized service solutions and products tailored to meet unique customer needs. Assume responsibility for certain parts of our customer's business
- Value is created primarily through understanding customer needs and delivering customer-specific solutions rather than lower prices or advanced products
- Key strengths: product and service customization, customer responsiveness, customer insight and foresight, knowledge of customers business processes
CI Positioning:
Benefits to Customer
Seamless, reliable
source of supply
Reliable, consistent
product performance
Attracting pricing;
contractual relationships
Vendor
consolidation
Product/process
innovation
Ease of doing
business
Crisis
response
Peace
of mind
Customer Intimacy Implications
Do More...
- Sell value; emphasize cost-saving solutions
- Demonstrate technical packaging competence
- Packaging audits for the customer
- Streamline process - design to fulfillment
- Focus on minimizing MCT (Manufacturing Critical Path Time)
- Short production runs & inventory management
- Assure vendor reliability
Do Less...
- Blind quotes, RFQs
- Cold sales calls
- Overruns
- Sell long product runs
- Hold finished goods in inventory for more than 90 days