The sales team of this multinational company was tasked with responding to a large-scale request for proposal (RFP) from an important prospective client. To win the bid, the team needed to present a stand-out strategy that demonstrated their full commitment to the client.
The sales team knew that success depended on a profound understanding of the client’s users. With ExperienceInnovation™ Apply and Learn, the team used empathy-based interviews and observations to gather unique insights related to these user-needs. Rather than relying on feedback from the client’s own superintendents, principals and facility managers, the team discovered they could respond directly to timely customer needs based on insights from broad user data.
The sales team presented in-depth research on the client’s users as part of the RFP, demonstrating a deep understanding of the target audience. Not only did they win the bid, but they also inspired the client to increase the contract from $2 million to $30 million. Design thinking and customer-centricity have since become a core part of the sales process across all target markets.
