HOME
TYPICAL PROJECTS
- Everybody’s business issues are different, but here are some typical projects
- Summary of typical projects
- Convince our Exec Team about Customer Management
- Find out how good we are compared to others
- Articulate our vision for the Future
- Define what our vision will feel like to customers
- Reduce costs without losing business
- Decide what to do first in Customer Management
- Fix a specific challenge
- Engage associates and channel partners
- Manage a programme of change
- Test and learn what works without too much risk
- Develop an effective dashboard to track progress
SERVICES
- The products and services we use to implement the Framework
- Summary of all services
- Scaling the opportunity
- Planning for the future
- Making it happen
- Measurement and reporting
OUR CLIENTS
- Some of the clients using The Customer Framework
- Client map
- Organisations benefiting from The Customer Framework
WHO WE ARE
- The team with whom you could be working
- UK and Europe
- Middle East and Africa
- Latin America
- Australia and New Zealand
PUBLICATIONS
- Publications from The Customer Framework and associates
- Books
- Articles and papers
- Blog posts
GET IN TOUCH
- Find out about working with us or for us
- Get in touch
- Licensing and partnering
- Working for us
- Customer Horizons

CONVINCE OUR EXEC TEAM ABOUT CUSTOMER MANAGEMENT

Including the board and external analysts, investors and fund managers

Ask any manager who has successfully implemented a new customer management strategy or system about the one vital ingredient of success. Very likely, they’ll say ‘Leadership’. Visible, active, passionate leadership. Research shows time and time again that leaders have a vital role in making customer management change happen. Without strong leadership, customer management projects tend to be reduced to within-function process changes, one-off campaigns, small scale training exercises or customer experience projects with grand aims that end up having little or no impact on the customers’ experience! We can help you win leadership commitment to the programme.

Leaders, of course, are influenced both by business performance and how they think investors will react to strategies. They tend to like change projects with high or quick returns – preferably both. They particularly like those that reduce costs and increase efficiencies. They like projects that will increase customer retention, increase sales growth, enable channel partners to sell more, differentiate their company vs. the competition and make profits more resistant to economic downturns. They are sceptical of those projects without a clear objective and business rationale.

Customer management programmes can achieve all of these things with a visible return within 3 months if designed correctly. This year at clients we have identified practical ways of achieving up to 35% increases in revenue (6% market share increase); 28% reduction in cost; 12% increase in EBIT.

The Customer Framework have leading edge research (see graphic above showing our research into the correlation of customer management competence and business performance), expert tools & techniques and vast client experience which can be used to help you shape your strategy, programme and communications, uncover the value in your programme and convince senior stakeholders, no matter how sceptical, to invest wisely in customer management.