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Flevy Management Insights Case Study
Global Growth Strategy for Online Appliance Retailer in Emerging Markets


Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Customer Value Proposition to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

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Consider this scenario: The organization, a leading online retailer specializing in electronics and appliances, is facing a strategic challenge in evolving its customer value proposition to better meet the needs of consumers in emerging markets.

Despite a robust e-commerce platform, the company has observed a stagnant growth rate of 5% year-over-year, significantly below the industry average of 15% in similar markets. External challenges include aggressive pricing strategies by local competitors and a lack of infrastructure in targeted emerging markets, which complicates logistics and delivery systems. Internally, the organization struggles with adapting its product offerings and marketing strategies to resonate with the cultural and economic nuances of each new market. The primary strategic objective is to enhance market penetration in selected emerging markets while optimizing the supply chain and localization strategies to increase market share and profitability.



This organization, despite being at the forefront of the online retail industry for electronics and appliances, is encountering a plateau in its growth trajectory, primarily due to its inability to tailor its offerings and operations to the unique demands of emerging markets. The lack of a localized customer value proposition and inefficiencies in the supply chain are likely at the heart of these challenges. The leadership is concerned that without a strategic pivot, the company risks losing ground to local competitors who are more attuned to the needs of the market.

Environmental Assessment

The global online retail market for electronics and appliances is both rapidly expanding and highly competitive, with significant variations across different geographical regions.

Understanding the competitive landscape is crucial:

  • Internal Rivalry: Intense competition exists among online retailers, with many players vying for market share through aggressive pricing and marketing strategies.
  • Supplier Power: Moderate, as manufacturers of electronics and appliances are numerous, but strategic partnerships can offer competitive advantages.
  • Buyer Power: High, due to the ease of comparing prices and products online, making customer loyalty hard to maintain.
  • Threat of New Entrants: Moderate, given the significant investments required in technology and supply chain infrastructure to compete effectively.
  • Threat of Substitutes: Low to moderate, as physical electronics stores remain, but their influence is waning in favor of online options.

Emergent trends include a shift towards smart home appliances and a growing preference for eco-friendly products. Major changes in industry dynamics include:

  • Increased demand for smart appliances in emerging markets, offering both opportunities for product differentiation and risks related to higher production costs.
  • The rise of eco-conscious consumers demanding sustainable products, presenting an opportunity to lead in this segment but requiring investment in R&D and supply chain adjustments.

A PEST analysis highlights the importance of technological advancements, economic fluctuations affecting consumer spending, and regulatory environments favoring online retail and environmental sustainability.

Learn more about Competitive Advantage Supply Chain Customer Loyalty Environmental Assessment

For a deeper analysis, take a look at these Environmental Assessment best practices:

Market Entry Strategy Toolkit (109-slide PowerPoint deck)
Strategic Analysis Model (Excel workbook)
Porter's Five Forces (26-slide PowerPoint deck)
VUCA (Volatile, Uncertain, Complex, Ambiguous) (26-slide PowerPoint deck)
Consolidation-Endgame Curve Framework (29-slide PowerPoint deck)
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Internal Assessment

The organization boasts a strong technological platform and a wide assortment of products but struggles with supply chain efficiencies and local market adaptation.

Benchmarking against leading competitors reveals gaps in delivery speed, product customization, and customer service, indicating areas for improvement to enhance competitiveness.

The Gap Analysis further highlights disparities in understanding and responding to cultural preferences in emerging markets, impacting product offerings and marketing strategies.

The 4 Actions Framework Analysis suggests eliminating complexities in the supply chain, reducing dependence on single-source suppliers, increasing investment in local market research, and creating more localized marketing campaigns.

Learn more about Customer Service Market Research

Strategic Initiatives

  • Localization of Product Offerings: Tailor the product mix to meet the specific needs and preferences of consumers in each target emerging market, aiming to enhance the customer value proposition and stimulate demand. The initiative will leverage local market insights to offer relevant products, potentially increasing market share and customer loyalty. This will require investment in market research and development of local supplier networks.
  • Supply Chain Optimization: Implement advanced logistics and supply chain management technologies to improve efficiency and reduce delivery times. The strategic goal is to enhance customer satisfaction through faster delivery and lower costs, creating value by improving operational efficiency. This initiative will necessitate capital investment in technology and process re-engineering.
  • Green Product Line Expansion: Develop and market a line of eco-friendly appliances to cater to the growing segment of environmentally conscious consumers. This will not only differentiate the company in the crowded market but also align with global sustainability trends, expected to contribute to brand strength and revenue growth. Resources required include R&D investment and marketing campaigns to promote the green product line.

Learn more about Supply Chain Management Value Proposition Customer Satisfaction

Customer Value Proposition Implementation KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


Measurement is the first step that leads to control and eventually to improvement.
     – H. James Harrington

  • Market Share Growth: Measures success in increasing presence and competitiveness in targeted emerging markets.
  • Customer Satisfaction Scores: Evaluates the effectiveness of the localized product offerings and improved delivery times.
  • Inventory Turnover Ratio: Indicates supply chain efficiency improvements post-optimization.

These KPIs will provide insights into the strategic initiatives' effectiveness, highlighting areas of success and identifying opportunities for further refinement to ensure alignment with the strategic objectives.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

Learn more about Flevy KPI Library KPI Management Performance Management Balanced Scorecard

Stakeholder Management

The successful execution of strategic initiatives is dependent on the active involvement and support from both internal and external stakeholders, including product teams, supply chain partners, and local market research firms.

  • Product Teams: Responsible for developing and adapting product offerings to local markets.
  • Supply Chain Partners: Essential for implementing efficiency improvements and optimizing logistics.
  • Local Market Research Firms: Provide insights necessary for tailoring product offerings and marketing strategies.
  • Marketing Teams: Key in executing localized marketing campaigns to promote new and adapted product lines.
  • Customers: Their feedback will be invaluable in continuously refining the product mix and customer experience.
Stakeholder GroupsRACI
Product Teams
Supply Chain Partners
Local Market Research Firms
Marketing Teams
Customers

We've only identified the primary stakeholder groups above. There are also participants and groups involved for various activities in each of the strategic initiatives.

Learn more about Stakeholder Management Change Management Focus Interviewing Workshops Supplier Management

Customer Value Proposition Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Customer Value Proposition. These resources below were developed by management consulting firms and Customer Value Proposition subject matter experts.

Customer Value Proposition Deliverables

These are a selection of deliverables across all the strategic initiatives.

  • Market Entry Strategy Report (PPT)
  • Supply Chain Optimization Plan (PPT)
  • Eco-friendly Product Development Roadmap (PPT)
  • Customer Value Proposition Enhancement Framework (PPT)
  • Performance Dashboard Template (Excel)

Explore more Customer Value Proposition deliverables

Localization of Product Offerings

The organization utilized the Value Chain Analysis and the Kraljic Matrix to enhance its strategic initiative of localizing product offerings for emerging markets. The Value Chain Analysis, originally introduced by Michael Porter, was instrumental in dissecting the company's activities to understand how each segment contributed to the value proposition. This framework was particularly beneficial for identifying areas where localization could add significant value. The team embarked on this analysis by:

  • Segmenting the value chain into primary and support activities specific to each target market to pinpoint where localization efforts could be most impactful.
  • Assessing each activity for its potential to be adapted to local preferences, including product design, marketing, and after-sales services.
  • Engaging with local stakeholders to understand market needs and integrating this feedback into the value chain optimization process.

Following the Value Chain Analysis, the Kraljic Matrix was applied to manage the procurement of localized products effectively. This framework helped categorize procurement items based on their risk and profitability impact, ensuring a strategic approach to sourcing. The organization implemented the Kraljic Matrix by:

  • Classifying procurement items into the matrix's four quadrants: leverage, strategic, bottleneck, and non-critical items.
  • Developing specific strategies for each quadrant to optimize sourcing efficiency and reduce vulnerability.
  • Forging partnerships with local suppliers for strategic and bottleneck items to ensure a reliable supply of localized products.

The combined application of the Value Chain Analysis and the Kraljic Matrix significantly enhanced the organization's ability to offer products that resonated with local consumer preferences, resulting in increased market penetration and customer satisfaction in the targeted emerging markets. These frameworks provided a structured approach to identifying and exploiting opportunities for localization across the company's operations and supply chain.

Learn more about Value Chain Analysis Value Chain

Supply Chain Optimization

To address the strategic initiative of optimizing its supply chain, the organization turned to the Theory of Constraints (TOC) and the Demand-Driven Material Requirements Planning (DDMRP). The Theory of Constraints was employed to identify and address the most significant bottlenecks within the supply chain. This approach was crucial for enhancing the flow of goods and reducing delivery times. The organization followed these steps:

  • Conducting a comprehensive analysis of the supply chain to identify the critical constraint that was limiting throughput.
  • Reorganizing production and distribution processes to focus resources on alleviating this constraint.
  • Implementing continuous improvement measures to prevent the constraint from re-emerging in other areas of the supply chain.

The DDMRP was then utilized to further refine inventory management and ensure that product availability aligned with market demand. This framework allowed the organization to become more agile and responsive to consumer needs. The implementation process included:

  • Identifying strategic decoupling points in the supply chain where inventory buffers should be placed.
  • Applying demand-driven planning and execution principles to manage inventory levels dynamically.
  • Monitoring and adjusting buffer levels and positions based on changes in demand patterns and supply chain conditions.

The integration of the Theory of Constraints and DDMRP into the organization's supply chain management practices led to significant improvements in operational efficiency and customer satisfaction. These frameworks enabled the company to streamline its supply chain operations, reduce lead times, and better align inventory levels with actual market demand, contributing to enhanced overall performance.

Learn more about Inventory Management Continuous Improvement Agile

Green Product Line Expansion

For the strategic initiative of expanding its green product line, the organization leveraged the Product Lifecycle Management (PLM) framework and the Triple Bottom Line (TBL) approach. PLM was crucial for managing the entire lifecycle of the eco-friendly products from inception through design, manufacture, to service, and disposal. This holistic view was vital for ensuring that sustainability was embedded at every stage. The organization executed PLM by:

  • Integrating environmental considerations into product design and development processes to minimize ecological impact.
  • Collaborating with suppliers to use sustainable materials and production methods.
  • Implementing recycling and end-of-life programs for products to ensure environmental responsibility throughout the product lifecycle.

The Triple Bottom Line approach was adopted to evaluate the performance of the green product line expansion in terms of environmental, social, and economic outcomes. This perspective ensured that the initiative not only contributed to the company's financial success but also promoted environmental sustainability and social responsibility. The organization applied the TBL by:

  • Measuring the environmental impact of the new product line, including reductions in carbon footprint and waste generation.
  • Assessing the social implications, such as customer satisfaction with eco-friendly products and improvements in community well-being.
  • Evaluating the economic performance, including revenue growth from the green product line and cost savings from sustainable practices.

The successful implementation of the Product Lifecycle Management framework and the Triple Bottom Line approach resulted in the successful launch and adoption of the eco-friendly product line. These initiatives not only enhanced the company's brand reputation and market competitiveness but also demonstrated its commitment to sustainability, leading to increased customer loyalty and financial performance.

Learn more about Product Lifecycle Revenue Growth

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Increased market share in targeted emerging markets by 8% through the localization of product offerings.
  • Improved customer satisfaction scores by 15% following the implementation of advanced logistics and supply chain management technologies.
  • Reduced delivery times by an average of 20% across all markets, enhancing the overall customer experience.
  • Achieved a 25% growth in sales from the eco-friendly product line, contributing significantly to revenue growth.
  • Inventory turnover ratio improved by 30%, indicating enhanced supply chain efficiency post-optimization.

The initiative's results are indicative of a successful strategic pivot, particularly in the areas of market share growth, customer satisfaction, and supply chain efficiency. The 8% increase in market share within targeted emerging markets is a testament to the effectiveness of localizing product offerings, directly addressing the strategic objective of enhancing market penetration. The significant improvement in customer satisfaction scores and reduction in delivery times underscore the value of investing in supply chain optimization, which has evidently enhanced the customer experience. The eco-friendly product line's 25% sales growth not only aligns with global sustainability trends but also positions the company as a leader in this segment, contributing to brand strength and competitive advantage. However, the results also highlight areas for improvement. The sales growth from the eco-friendly product line, while impressive, suggests there might be untapped potential in market penetration and product range expansion. Additionally, the reliance on advanced logistics and supply chain management technologies may expose the company to risks associated with technological obsolescence or disruptions.

Recommendations for next steps include further expanding the eco-friendly product line to capitalize on its success and meet the growing demand for sustainable products. The company should also explore partnerships with technology innovators to mitigate risks associated with technological disruptions and maintain its competitive edge in supply chain efficiency. Additionally, conducting a deeper analysis of customer feedback and market trends will help refine product offerings and marketing strategies, ensuring they remain aligned with consumer preferences and emerging market dynamics. Finally, investing in local talent and capabilities can further enhance market understanding and operational agility, supporting sustained growth in emerging markets.

Source: Global Growth Strategy for Online Appliance Retailer in Emerging Markets, Flevy Management Insights, 2024

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