Benchmarking customer training in a technical market

Bosch Home Comfort is one of the leading names in heating and climate solutions for the professional installation sector. The company has long invested in customer training as part of its service proposition, but lacked a clear picture of how that offering compared to the broader market.

The question was not whether training matters, that much was clear — but whether the right things were being offered, through the right channels, on the right terms. No internal answer existed.

The challenge
Bosch Home Comfort needed an independent, evidence-based analysis of the customer training landscape in the HVAC sector across the Netherlands and Belgium, including relevant comparisons from adjacent industries. Internal capacity for this type of market research was not available.

Blackbear's role
The assignment was structured as a Fixed Price project with a clearly defined end result: a comprehensive benchmark report. Blackbear matched Bosch with a specialist with demonstrable experience in market research within technical B2B sectors. By defining the scope tightly upfront, covering methodology, coverage, and deliverables, the external professional could begin work immediately without lengthy alignment rounds. The outcome was the starting point, not an afterthought.

Result
Bosch Home Comfort received a detailed benchmark report covering multiple direct competitors across training content, facilities, delivery channels, and pricing strategies. The report includes actionable recommendations for expanding and modernising the training proposition, an evaluation of relevant third-party providers, and a documented research methodology to support informed next steps.