Case Study: Winning With Strategic Customers

Catalytic Collaboration Delivered Unprecedented Growth



A leading global food manufacturer with multiple operating companies needed to determine the optimal way to interface with its largest customer to improve collaboration and results. Overtime, this relationship had become strained due to both ineffective relationships and underdeveloped results. In order to foster improved communication and opportunities for collaborative growth, the manufacturer asked TPG to develop a single cross-functional interface with the client’s largest customer. Further support would involve strategic brand building and category influence, with TPG taking a key position to lead the customer agenda.

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From the onset, we utilized our proprietary Design and Implementation methodologies to develop cutting-edge organizational capabilities and a cross-functional, cross OpCo customer team. The situation demanded the team focus on building tangible results through improved collaboration with this specific, strategic customer. Through collaborative re-building, we were able to create a cross-functional, cross OpCo customer team, 25 world-class customer interface processes, and align to common business metrics, KPI’s, and tools with new reward system. Significant progress required resolution to challenging negotiated decisions rights (governance) across all OpCo’s and functions, plus change management planning and facilitation.


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Through enthusiastic support from the customer and top management unit, the project itself and team contributors were able to achieve monumental success. Identifying $500 Million in “low hanging fruit” and capturing annual sales upside of $10 Billion within 8 years exceeded all expectations. All the while, remaining cost neutral was a dynamic accomplishment.

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