Menu
CUSTOMER RESEARCH
Grainger's Customer Council
Grainger’s Customer Council was created to provide a forum for members to share experiences and gain a deeper understanding of key challenges and opportunities within the areas of maintenance, repair and operations (MRO).
Grainger supported the Council through a team of consultants to conduct research and analysis on topics determined relevant by council members. Upon completion of research the Council reconvened to review and discuss findings.
I served as lead researcher for three years and authored comprehensive reports on MRO continuous improvement and inventory management as well as executive briefs on global procurement and process compliance.
I utilized a methodology that included surveys and interviews with council members, as well as surveys with non-member organizations, secondary market research and information from previous customer consulting activities.
The resultant findings and insights derived from Customer Council research created a library of knowledge and “thought leadership” content subsequently used in a wide range of marketing assets, including white papers, executive byline articles, trade show seminars and presentations, as well as Grainger solution messaging.
