Shaping PACCAR Parts

Outside-in targeted Fleet Sales & Marketing

In order to fully exploit the potential for growth, PPE has decided to put more effort in marketing communications for PPFS. This has created the opportunity to approach this challenge differently this time: using an outside-in perspective with the customer’s needs at the very centre.

Challenge

Approach

Investigating the needs, desires, problems and challenges Decision Making Units in fleets of PACCAR Parts Fleet Services face in their fleet and parts management. Qualitative in-depth interviews in five different countries (NL, BE, PL, FR & DE).

Results

  • Customer research insights & movie
  • Persona
  • Customer journeys
  • Advice on how to move forward and to focus on customer experience rather than marketing and communication.