Medical TechnologyCustomer-Centric Transformation
Customer-Centric Transformation
BD (Becton Dickinson)|Fortune 500 / Global Enterprise
4
Business units aligned on single CRM
100%
Portfolio realigned
Faster
Product development
Global
Strategic direction established
The Challenge
Needed to shift from product-centered decisions to customer-centered operations amid slowing growth, weak differentiation, and complex buying audiences.
customer centricityproduct adoptionbrand differentiationsegmentationhospital systemsalignment
The Solution
Customer Fact Base + Trade-off Analysis + Cross-Functional Alignment
- Qualitative interviews
- Segmentation
- Benefit analysis
- ASEMAP trade-off analysis
- Alignment across Sales, Marketing, and R&D
The Results
Aligned business units around customer needs and reoriented the portfolio and development process.
4
Business units aligned on single CRM
100%
Portfolio realigned
Faster
Product development
Global
Strategic direction established
Functional Areas
Commercial StrategyProductSales & Marketing Alignment
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This Case Study May Be Relevant If You're Saying...
1
"We are too product-led"
2
"Adoption is slowing"
3
"Teams are not aligned around the customer"
4
"Our portfolio needs rethinking"
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