Framing of Strategic Customer Relationship Solution
Context & Objectives

Our client wanted to validate the importance of e-commerce and e-commerce support with their large customers and identify the best way to support them in the topic.

The project aimed at better supporting the client with its digital interactions with their large customers, understanding the needs around digitized interactions, and designing the target solution and the roadmap to develop this solution.


Out client developed an MVP platform in Less than a year from the beginning of the first phase.

Large customers across 4 BUs already profit on accessing technical and marketing documentation on the platform, as well as the possibility to place orders or sample requests online.

Our approach

Project divided in 4 phases.

The first two phases assessed maturity and needs regarding digitized interactions and analyzed options to boost digital practices supporting the target segments. Key steps involved:

  1. Collection of internal needs and objectives, with 23 internal interviews
  2. Voice of distributors and Voice of customer, with 250+ survey answers and 50+ interviews (with distributors, end-customers and competitors)
  3. External benchmark to assess distributor interfaces (B2B2C ecommerce schemes)
  4. Identification of key features across multiple support areas based on overall perceived importance for target customer segments
  5. Cost-benefit analyses and prioritization of features

The third phase framed the prioritized solution (a B2B e-commerce platform) and supported the company with identifying the best choices to build it.

Key steps involved:

Framing of the platform through ~30 interviews with key stakeholders and potential users

7 workshops on functional features to develop the target processes, user stories wireframes of each feature

Maturity assessment: data analysis to gauge the readiness of entities to develop different features & identify actions needed to reach target

  • Collection & categorization of available data per pilot, feature and dataset
  • usability assessment (quality, completeness, easiness to access and connectability)
  • Gap analysis (feature feasibility & recommendations)

Construction of the development & deployment plan

Full support in RFP process to select vendor for the development of the platform

  • Identification of potential participants
  • Proposition of evaluation grid
  • Point of contact throughout the RFP process
  • Development of RFP documents and supporting materials
  • Evaluation of participants and proposition of selected vendor
  • Identification of gaps to be prioritized for internal development

Our experts
Ugo Philippart
Associate Partner