PBE Distributors

PBE Management was very concerned that sales were slipping across all its product lines and groups, market share was falling, margins were eroding, regional disparities in business performance were glaring, and above all customer satisfaction was in decline. Specific areas to be investigated included the efficacy and coverage of their sales force as well as current (online/offline) sales support initiatives, customer preferences and perceptions, buying groups, and strengths, weaknesses, opportunities and threats.

Methods
Mail, Telephone, Email, Incentive

Results and Key Findings
A sufficiently high response rate delivered powerful customer feedback to enable PBE to benchmark performance across several criteria and make serious, well-founded strategic and tactical decisions around staffing, sales, marketing and business development commitments in 2006 and beyond. Several contracts were signed immediately and directly as a result of the Survey itself and thus the effort paid for itself many times over. The PBE Sales Team is now armed with direct and specific customer “hot button” intelligence. The Project was so successful that PBE used it as the agenda(not an agenda item) for their national meetings.

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