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Auto Parts Distributor Shifts Pricing Approach, Strengthens Customer Satisfaction

February 9, 2015

This case study focuses on an automotive parts distribution company with $1 billion in sales in its B2B commercial division, which sells to auto dealerships, body shops and mechanic chains. The company has more than 3,500 branches in the U.S., sells more than 100,000 products and records 40 million transaction lines each year.


With so much complexity, it was critical for this Fortune 500 company to put customers at the core of the business. After all, the automotive parts market is highly competitive — switching suppliers is as easy as driving down the street to a different distributor. When a satisfaction survey revealed that the customer base didn’t understand how prices were set or how to earn more discounts, executives knew something had to change. This case study explains how they delivered more transparent prices to the market to strengthen customer satisfaction and improve gross margins.

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