The Home Depot

Use case

IMPROVING B2B INSIGHTS, MARKETING, AND CUSTOMER EXPERIENCE
CUSTOMER PROFILE:
  • Industry: Retail – Home Improvement
  • Product portfolio: 2,000+ stores with home improvement products
  • Headquarters: USA
  • Brand presence: USA, Canada, Mexico
  • Employees: 500,000
CHALLENGES
  • B2B experience had major gaps in functionality and communications
OBJECTIVES
  • Audit its marketing program and technology stack to identify improvements and enhancements
  • Build an organizational roadmap to address the challenges of role definition and role alignment to accelerate B2B growth
SOLUTION
  • Assessed the marketing and tech stack and ran a gap analysis between the current state and best-in-class future state
  • Evaluated the digital B2B CX, leveraging best practices, competitive evaluation and heuristics
  • Hosted executive discovery sessions and discussions on issues and challenges, leading to a clear vision of roles and responsibilities
RESULTS

The retailer now has prioritized recommendations, supported by proven results from B2B leaders, to serve as a roadmap to create a best-in-class experience, including:

  • An enterprise-wide, 3-year MarTech strategy and roadmap that defines required investments in technology, process and people, prioritized based on level of impact and effort
  • A prioritized set of recommended concrete improvements to its B2B CX to achieve a best-in-class experience across key B2B functions, attuned to the needs of the different B2B customer types
  • An executive-level strategy on organizational construct options, optimization techniques, and change management methodology
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Would like to improve your B2B commerce strategy
  • Have a large B2B customer base
  • Want to build a roadmap for your marketing programs and technologies