Case - NHO
"We needed help to better show how we deliver value to our members.
Fjeldstad & Partners was able to understand our corporate culture and
challenged our ways of thinking about our own role in meeting existing and
potential members of NHO."
NHO needed to change their perception of the word sales. There was too much talk about NHO’s products during sales meetings rather than working to understand the needs of clients. Understanding our clients is the basis for later delivering value to those clients through our products, but we were focusing too much on the products.
Fjeldstad & Partners conducted an analysis of existing customer dialogue in our sales regions. This was done through interviews of employees and workshops with regional directors. They assisted in developing a simple 5-step method for measuring customer understanding, customer dialogue and enlistment. The method was then implemented through regional workshops across Norway, tailored to NHO's regional offices.
It made us understand that our task in customer meetings is not to show powerpoint presentations of ourselves, but to be great listeners and curious partners who really want to understand our customers. Using these principles as a basis for our new customer dialogue method has helped us understand how we can create more value for our members.