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

 

Customer Value Analysis Most organisations ‘know’ that they probably get 80% of their profit from 20% of their customers and that they are gaining more customers than they are losing. Our approach to value analysis ensures that these become precisely understood business ratios rather than working assumptions.

ROI Modelling Our REAP Modelling approach helps organisations to understand the exact potential value of improving their customer Retention, cost-to-serve Efficiency, new customer Acquisition and customer value Penetration based on our knowledge of industry norms.

Current Capability Assessment We can provide a detailed, objective and quantitative assessment of your organisation’s current Customer Management capability. This is based on a well proven, evidence based approach that develops immense insight in very short timescales.

CMAT Capability Benchmarking Our benchmarking capability is based on our exclusive access to the widely accepted world-leader in this area CMAT™. Over quarter of a million data points from more than 700 organisations against close to 1000 Customer Management Practices.

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.

Programme Management Our programme managers are all experienced practitioners who can work independently or as part of your own programme team. They can work remotely as independent experts or be located on your site and become an in-sourced part of your own staff team.

Staff Engagement Assessment Before starting on the critical task of engaging your staff in the changes you intend to make we can carry out our engagement assessment, either on-line or off-line, to understand what the current levels of understanding and enthusiasm are in different staff teams.

Business Games From full-day, large-group business games at conferences to small, two-hour games for team meetings we can provide, tailor or develop a business game to deliver your messages and strategies in an on-line or face-to-face environment.

Standards and Toolkits Creatively worded and well-positioned standards for Customer Management can drive huge improvements in consistency and cost-efficiency. When they are supported by a toolkit and knowledge base they become a welcome help rather than set of rules.

System Requirements Definition Everyone knows that Customer Management is way more than a technology solution but sourcing the right technology is still critical. Our approach the capturing and communicating the requirements helps to ensure that this happens.

Interim Systems Development Even if you are completely confident that you have captured all the right requirements we can help you test out new technology capabilities by creating them in a low-cost but fully operational form to help prove your concept before major IT investment.

Customer Management Dashboards It is easy to build an impressive-looking dashboard with today’s reporting tools. But are you measuring the right things and reacting to the right exceptions? Our approach to constructing an insightful dashboard focuses as much on content as presentation.

Progress Assessments If you have been through one of our Current Capability Assessments then you have the opportunity to use this as the baseline for monitoring your progress based on a combination of regular, on-line self-assessments and expert-led, annual re-assessment.