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

 

Visualisation of key words using word clouds Pass some text, your home page or your whole web site through this application to see a word density graphic, which visually illustrates the key words used in the text. It’s fun – but useful too!

Leadership in Customer Management Leadership is an essential component of success in customer management

Customer Experience: It’s not what you do it’s the way that you do it Customer journey planning considering both functional and emotional dimensions provides the right level of detail for defining customer experience

Behavioural economics, customer experience and business performance Now is the time to take behavioural economics seriously – and here we explain how it impacts on customer experience and business performance

Valuing companies using company metrics Analysts and investors are paying more attention to customer management in the way they value companies , but simple KPIs such as customer satisfaction and retention are not good enough.

Recession proof your customer management What areas can you look at to reduce costs but not destroy customer relationships?

Does Social Media Advertising result in significant sales? Sales are not yet showing through in the numbers required for most FMCG companies, but it is not all about sales

Customer experience – customer feedback Simple but excellent customer experience feedback form from Pret-a-manger

Is anyone surprised that FMCG companies are spending more on CRM Digital media presents an unprecedented opportunity for FMCG companies to engage with their consumers and where appropriate, to begin to develop a relationship with them.

Brand reputation and Web 2.0 Customer feedback via social media is something large companies cannot ignore

Get fit to cope with the demands of Leadership A Review of 'The Leadership Code: 5 Rules to Lead By (Ulrich, Smallwood, Sweetman, 2009)'