Challenge
As margins decrease and competition increases in the retail industry, Coty needed to assess and implement a strategy to assess how its customers (retailers) were evaluating their performance in order to move away from internally focused benchmarks.

Solution
Created a customer scorecard containing metrics pertinent to its key accounts and the business drivers behind its retailers’ needs.

Benefits
Many of the retailers have expressed satisfaction with Coty’s business practices, and perceive Coty as a progressive company. Two of the business practices that have changed as a result of the scorecard:

		To respond to customer demand, the frequency of Advanced Ship Notices (ASNs) has increased, giving customers more visibility to product shipments
		The sales team is armed with better information to address questions such as managing in-stock inventory, which reduces the occurrence of out of stock items on retailers’ shelves

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