The Next Organisation works with several clients. For inspiration, we like to share some cases. This time the case of ship engine builder Yanmar Marine International (YMI), where we contributed to the further development of the Customer support department. YMI's goal is to service as many customers as possible with high customer satisfaction. YMI has an international network of distributors, boat builders and service dealers. With a high standard of quality, Yanmar supplies engines, particularly aimed at pleasure craft.                           Developing customer support Yanmar is taking its customer support department to the next level. In collaboration with The Next Organisation, Yanmar has looked at how it can further develop its customer support department with the aim of servicing even more customers properly and thus further increasing customer satisfaction. Together with YMI, The Next Organization developed a clear vision for Customer support, covering the following topics:

• Mission & vision
• Ambition
• Shared values
• Customer needs by segment
• Value proposition (s)
• Products & Services
• Goals towards the future including KPIs and critical success factors.

After defining the vision, we translated this into a concrete roadmap, taking into account the impact on:

• Organisational structure
• (IT) systems & processes
• Culture
• People

Clear vision including concrete plan of action Ultimately, the result was a clear vision including a concrete plan of approach for the further development of customer support within YMI. On the basis of this plan of approach, YMI has worked in a structured way towards becoming the professional after-sales organisation that YMI is today.