Consulting firm in commercial strategy
Boost your commercial strategy
Increasing competition and growing customer expectations call for innovative commercial strategies and agile resource management.
The main challenge is to reconcile profitable growth with maximum customer satisfaction by leveraging the opportunities offered by new technologies and the consumer and customer knowledge now available.
Your challenges
Growth, omnichannel, competitiveness: what are your commercial challenges?
Sales and marketing organisations operate in a dynamic environment where digitalisation and automation are transforming practices. They must optimise sales effectiveness, improve the customer experience, and manage diverse teams to ensure growth and long-term success.
Ensuring growth with a long-term, sustainable perspective
- Regain growth
- Maintain or boost growth
Crossing key milestones and rethinking your organisational model
- Change your commercial approach
- Change scale and move to the next level
“Synergise” all the levers that enable you to gain market share
- Ranges
- Channels
- Geographic areas
- Emerging markets
Stand out in an omnichannel logic where every single experience must meet the same high standards
- Services
- Values
- Products
- Concepts
Improve efficiency across all your sales and marketing operations
- Reduce non-value-added operations that impact margins
- Be more efficient in all sales and marketing operations.
Our convictions
5 guidelines to boost your commercial performance
- Companies are often more multi-channel than omni-channel, and the ‘seamless’ experience promised to consumers requires colossal efforts on the part of the back office.
- The omnichannel approach needs to be rethought from the masterdata (an essential foundation) and with all the operational teams right through to the consumer service department, which needs to integrate the voice of the customer across all channels.
- Customization of expectations and individualisation of needs must not be at the expense of profitability.
- We are convinced that agility can and must be processed, and that the unexpected must be prepared for, just as customisation can be thought out in an industrial way
- New modes of consumption and the explosion of data have led to the creation of new professions
- Which have not replaced all the old ones
- Digital’ people have to learn to work with “traditional” product managers, and the teams have to digitalize their approach
- Supporting trade marketing teams, the logisticians of marketing, essential links in the deployment of sales on the ground
- Sales departments must make the transition to customer services
- The most efficient networks are probably the most decentralized.
- But they are also the most interconnected and those capable of implementing pilots and projects very quickly.
- Community-based modes of operation are perfectly suited to network-based businesses, provided they are structured in such a way that
- Customer relations, whether in B2B, B2C, C2C, etc., have not all become virtual.
- Digital commerce has revolutionized practices, but has found its limits. The POS is still a place where you go and where you have to make promotional items available, for example, just as customers need to talk about their disputes and consumers need to be able to talk to a human being.
Our expertise
Our solutions to accelerate your commercial performance
Our consultants have the technical skills, on-the-ground experience and perspective needed to help restructure organisations to support your network’s growth over the next five years.
Their pragmatism enables them to redesign the few ‘core’ processes in line with your company’s new ambitions.
Their data expertise combined with their mastery of powerful analysis tools means that they can go a long way in projecting figures and translating them into reporting.
Omnichannel strategy and organization
- Omnichannel organisation: from digital marketing to the supply chain, covering new needs from a functional point of view
- Defining the roles and responsibilities of new functions and integrating them into the ecosystem
- Skills repository and helping your human resources to identify the right profiles.
- Identifying and overhauling core processes
Customer relationship management
- Process diagnosis and optimisation
- Order to cash
- Transformation of customer services: maturity, roles, scope, automation, digitalization, development of customer relations, business levers, disputes, etc.
Efficient sales operations
- Fast implementation of effective BI to manage the performance of your Sell In / Sell Out teams
- Masterdata clinic
- Professionalisation of POS, promotional items/marketing logistics and merchandising flows
Optimizing and developing the service offering
- Customer promises / Customer surveys
- Segmentation of the service offering
- Reconciliation of commercial and logistics services
- Operationalization of the service offering segmentation
Distribution network performance
- Implementation of performance management
- Network & back office organisation
- Management of ranges & assortments and their life cycle
- Optimizing shelf availability and time to market
Boost your commercial performance with Citwell
A more efficient and better-aligned commercial organisation
Roles and responsibilities adapted
Digital teams integrated into the traditional organisation
Commercial operations synchronised with other operations
Better customer satisfaction and experience
Higher service and experience levels
Faster and more customised responses to consumers/customers
Stronger commercial profitability
Assortment performance
Services valued in line with the effort they require
Dispute handling
A question? A project?
Contact our consultants in commercial strategy and performance
Do you want to accelerate your growth while improving customer satisfaction?
Are you looking to restructure your commercial organisation to take things to the next level?
Do you need to align your omnichannel organisation with your market ambitions?
Head of Sales Operations Consultancy
Vanessa supports companies in their cross-functional transformation projects, from sales to the supply chain. Attentive to the balance between business challenges and operational constraints, pragmatic and results-oriented, she will listen to you and support you in the concrete projection of your ambitions while respecting the level of maturity of your organisation and your teams.
Among our client references
Proven results in sales growth, omnichannel, and customer service
Omnichannel organization, Retail and Consumer Care Diagnostics
Structuring a young network to support growth
Definition and implementation of shops and purchasing performance (BI)
Organisation BU DCPC France et Diagnostic Ordre de paiement
Defining the customer promise and service policies
Market study of services and development of a new service offering
Groupe ATLANTIC
Diagnostic of Customer Service / Sales Administration activities for 2 BUs
Our intervention
Assessment of the maturity of Customer Service activities and related challenges.
Understanding of the current situation and identification of improvement areas.
Definition of the roadmap and support for its implementation: execution of improvement initiatives, consolidation of operating methods, and implementation of new indicators, tools, and processes.
The results
- Improvement of Sales Administration productivity.
- Implementation of KPIs and associated tools.
- Efficiency in data administration.
Pierre fabre
Business organisation for DCPC France Subsidiary BU
Our intervention
- Diagnosis of the existing organisation and putting into perspective the new macro-organisation defined by management
- Structuring the new missions with the sales, category management, marketing and human resources teams
- Impact analysis and change plan
- Dissemination of emerging and technical functions to everyone
The results
- Definition of the roles and responsibilities of the new BU organization, including the people appointed
- Structuring of the commercial policy process from the top management to the sales force
- Marketing organization reviewed, with roles and responsibilities recast and digital missions clarified
- Tools for change and implementation plan for the new organization supported internally
- Activation of the leadership team
They testify
« Local support that's ‘just like us’, human relations at the heart of our discussions, proposals for the development of our organization that are fully in line with our values and the history of our young network. »
Jean-Charles Suire-Duron, Managing Director at La Maison des Obsèques
« The Citwell Group's support has been crucial in organizing and managing our department. The firm's approach consisted of two stages: a diagnosis that highlighted the strengths and weaknesses of the ADV customer service, and an action plan to be implemented. »
Stéphanie Vaury, Groupe Atlantic Head of Customer Care