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

 

Desired Capability Definition Our approach to defining the capability that you need for the future is based on a combination of strategic input from the Senior Management Team and detailed, feasibility input from your operational teams, with a clear additional step to achieve alignment within and between these groups.

Change Definition The Change Definition delivers an engaging description of what needs to happen in order to achieve the desired capability level; how difficult the changes are likely to be; how much value they will add; which are the most important to achieve; which are the most urgent to achieve.

Project Strategy Alignment This module matches the substantial level of activity being proposed with the current strategies and business drivers under which the organisation is operating. It identifies important areas that are being missed or over-served by the proposed programme.

Resource Estimating This delivers a realistic estimate of the time needed from your organisation’s staff and the support needed from external resources, based on the experience of many successful programmes and from witnessing others that have become hopelessly resource constrained.

Programme Planning A detailed and achievable programme may be required with all the relevant timings and dependencies in place. Or perhaps just a higher level illustration of the activity areas and where the key linkages are. Either option is available from the Programme Planning module.

Customer Journey Mapping It cannot be sensible to move forward without really thinking through what the defined future capability will look and feel like to customers. This module maps all the customer processes that will change to ensure the customer is explicitly brought back into the planning activity.