DuPont

THE SITUATION

DuPont has many divisions. We worked with the Mobility & Materials and Water Solutions units. Their customers and industries differed, but the problem was the same. DuPont had led by making best-in-class materials that let clients do amazing things. Now the technologies had matured, competitors performed almost as well, and they charged far less. DuPont needed to understand customer needs to shore up loyalty and retention.

OUR CONTRIBUTION

We conducted research down the value chain, to intermediaries and OEMs. In automotive, customers wanted support and advice as the shift from gas to electric created new challenges. In filtration, we learned how the needs and buying behavior of ingredient manufacturers differ from water providers. Those findings shaped DuPont’s service model strategies.

THE BENEFITS

The insights we uncovered helped DuPont make strategic decisions. They sold the Mobility & Materials business in 2022 for $11 billion. Meanwhile, Water Solutions has become one of the strongest growth engines at DuPont.