The Client was a leading bulk-chemicals manufacturer with a large customer base comprising both, large and SME customers, being serviced directly as well as through a distribution network. Though the Client was a marker leader, it was cognizant of the evolving nature of customer expectations and intensifying competition – and hence wanted to be a frontrunner in anticipating and meeting these expectations, thus maintaining its leadership position.
Avalon has been supporting the Client for over a decade, in designing its customer engagement program – from understanding needs, assessing satisfaction levels, defining the improvement areas, and implementing certain initiatives to enhance customer relationships.
