The following case study is excerpted from Driving Growth and Shareholder Value: The Distribution Value Mapﾙ" by Neil Gholson and Mark Schloegel of Deloitte Consulting LLP and published by the National Association of Wholesaler-Distributors. A U.S. distributor serving customers in construction, industrial, and original equipment manufacturer (OEM) markets did a few important things very well:
Retained business through authentic brand recognition.
Nurtured strong relationships with customers.
Provided excellent service at competitive prices.
However, the company had trouble attracting new customers. In fact, new business opportunities had declined' by as much as 20 percent in some branches. When asked to define the ...