Advisory
Customer Strategy
Purpose
A strong customer strategy means aligning marketing, sales, and service activity to customer needs and opportunities, to drive increasing profitability through intelligent and consistent offer presentation and treatment application to deliver the excellent experience and perception of value.
We help our clients to centre the customer in their thinking, developing the metrics, activities, measurement, and governance required to deliver commercial growth through exceptional customer management.
Approach
We work with our clients to:
- build a rich understanding of their customers
- identify and prioritise commercial opportunities and risks
- develop dynamic journeys aligned to key goals across the customer lifecycle
- create a rich suite of offers, treatments, and comms governed by value-based arbitration
- Drive continuous improvement through test and learn and sophisticated analytics
Outputs & Benefits
- An in-depth understanding of commercial levers, value generation and business grow through a customer lens.
- Continuously optimised, customer centric, highly personalised offers, treatments, and journeys.
- Improved acquisition, cross sell, retention, and customer lifetime value.
More Advisory services
Capability Audit
Technology Selection
A full spectrum assessment, planning, and management of marketing and data technology
Talent Strategy
End to end talent strategy for in demand Data, Digital, and Marketing resource
Customer Strategy
Data & Insight Strategy
Identify your key opportunities, risks, and value drivers; define customer level objectives and create journeys, treatments, and differentiated offerings to delight your customers and maximise base value
Operating Model Design
Align your data, insight, commercial, CRM, and digital operations around customer objectives, articulating key processes, interdependencies, success measures, and talent requirements
