Kramp

Business Challenge 

Due to Kramp’s relatively fast growth over the last decade, they started to experience something they like to call “growing pains.” Things that used to work in the past do not work anymore. Customer satisfaction has been in decline over the last 5 years. This led to dropping KPIs and customer retention. A new platform to give customers a voice was needed to improve customer centricity, a value once held in very high regards by the founder.

Solution

Kramp built a customer panel using Alida’s platform to tap into the Voice of the Customer, allowing for deeper understanding of customer needs and co-creation with customers. When they set out to update their webshop, the back-end technology sales used to reach out to prospects, they tested it with customers, asking them to provide feedback on the changes and which new features should be prioritised. Due to the high engagement and the discovery of new solutions, the team was able to validate using customer insights and feedback once again.

Results

Thanks to the insights gathered through the customer panel, Kramp has been able to more efficiently prioritise projects and allocate resources. Being customer centric influenced 13 initiatives in the organization, ranging from e-business and business solutions to marketing and sales. It also led to the creation of 3 strategic projects including a renewed customer service strategy and the digital development roadmap. Thanks to the increased use of customer feedback, Kramp was able to once more bring excellent customer experience to the market.