DHL Express Americas has multiple customers, all with different need sets: time definite, cost management, etc. They looked to Alpha to create a central, shareable training packet that would educate DHL team members on how to profile customer segments to better respond to those needs, strengthen relationships and uncover potential growth areas for new business.
Right out of the gate, we developed easy to understand customer segmentation selling guidelines — which helped streamline a large chunk of information. The guidelines, still in use today, provide useful charts and graphs such as size of the customer, relevance to product offerings and the segment’s core needs. Using both the guidelines and a simple quarterly newsletter featuring tips and tricks, case studies and key learnings by region, the sales force is better equipped to serve the customer and create new opportunities for DHL.
What’s more, ALPHA created the template design and organized all content management from acquisition through execution and delivery. DHL continues to take advantage of the training materials and is finding new ways to expand business across the Americas.