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
Understand the performance and maturity of people, processes, and technology across your operations.
Technology Selection
Embrace new marketing and data technology selection with confidence following our full, structured assessment.
Talent Strategy
Ensure your teams have the right people and skills to deliver high performance across data, marketing, and CX.
Customer Strategy
Put the customer at the centre of your thinking to deliver commercial growth through exceptional CVM.
Data & Insight Strategy
Align data and analytics activities, investments, technology, and governance to business objectives.
Operating Model Design
Align people and processes effectively to develop, test, execute, measure, and optimise customer value management.
