Europe Specialist outlet Manager (global supplier)
SMart has supported us both internally with consultancy projects and training courses and externally with programmes to help specialist retail outlets to grow their sales with our business. A key initiative has been a training course for outlet owners who are assisted in developing their specialist retail outlets through a workshop where ideas, structures and protocols help them manage and grow their teams and business. The initial programme is followed by further workshops which includes the opportunity for the groups to share their experience in putting the advice into action, a recent example was an outlet which grew their sales of our product range by 25% and they also made improvements to the outlet design, facilities, management, marketing communications and service to customers.
International Customer Manager (FMCG supplier)
SMart has worked with our company for 13 years and has helped us to communicate our strategy on business development with key customers as part of an evolving workshop and series of communication strategies entitled ‘Driving Category Leadership’. The programme has been a highly successful tool for our company in translating our overall business strategy through a series of internal business case studies which have demonstrated sales and profit growth as well as improved business relationships with customers. The workshops have been delivered to audiences around Europe and other regions in addition to a conference session highlighting the key messages. In addition SMart assisted us in creating an internal website with examples of best practice, insights and tools which has been accessed by our managers around the world to help them move forward in achieving their goals in line with the overall strategy. The programme is a key element in the implementation of our customer marketing strategy and its standards of practice.
Europe Marketing Director (global supplier)
Our business strategy is to equip our Territory Managers to sell and implement our products branding and communication strategies within specialist outlets. SMart worked with us to develop a training course and a toolkit to help sell and implement the agreed changes. The Territory Managers had to assess the current situation in the outlet versus a set of principles and guidelines and then sell the opportunity for the outlet to improve its approach. During the initial testing phase in several European markets the Territory Managers achieved impressive results in range improvements (75%), more space (70%), better product and equipment position (68%) and enhanced communications (95%). Feedback from the Territory Managers showed that the toolkit and new approach had enabled the key principles and guidelines to be tailored to the situation of each outlet which changed the customers’ perception of their role to be more of a business partner.
International Training Director (global retailer)
On behalf of our business SMart has created and delivered a series of 1 day workshop sessions entitled ‘In the shoes of our customers’ for a broad spectrum of suppliers who supply their products to our stores. SMart constructed the workshop with us, combining insights from loyalty card data about customers with practical observations at store level. The session is extremely practical, encouraging interaction from the delegates and includes a workbook with actions which can be taken by suppliers to improve their understanding and usage of customer insight in their internal work and with our business. These sessions have been highly rated and are now also being delivered to our personnel. In addition Smart have helped to create a ranging course which after a successful pilot has been launched to our suppliers.
Customer Marketing Director (national market leading supplier)
Over a 6 month period in 2008 SMart worked with our food business to support myself and my team to become a more customer-focused organisation. SMart assisted the new Category Manager to establish a more strategic and active function in support of category reviews and communicating key insights to customers. SMart also supported a senior Sales Manager responsible for testing and then implementing new approaches to work with customers, for example business plans and examples of how to build business by meeting shopper needs. All of this work had the retail customer and their shoppers as the focus, emphasising the tangible business results which could be achieved by taking this approach. At the end of this period we had maintained our sales and profit despite the severe economic situation and the very challenging trading conditions faced by our retail customers.
Training Development Manager (global convenience retailer)
Over a 9 month period SMart worked with us to support the European training team to help us to become a great retailer. SMart delivered a new training course to introduce 12 core processes in an active way. To create the workshop SMart had contacts with the core process owners, conducted fieldwork with managers in our business and spent time observing customers in our stores. Using this experience and information they developed a course which was very clear and structured from the big picture through to the detail and then taking actions. After the first successful pilot the course was rolled out to 5 other countries. We really enjoyed working with SMart as one team.