Advisory
Operating Model Design
Purpose
Aligning people and processes effectively can often have a much larger impact on outcomes than technology investment. Embedding the right operating model to develop, test, execute, measure, and optimise customer value management will drive significant efficiencies and commercial improvements.
We work with organisations to define and embed operating models across data, insight, CRM, marketing, and digital – aligning the organisation to customer needs and commercial outcomes.
Approach
We are guided by the vision and ambition of our clients, the composition of their customer bases, and key behaviours – both current and ideal – to inform the detail of each operating model. Building on a best practice foundation of plan, build, execute to shape functions, processes, and interdependencies across data, insight, and customer disciplines.
We apply a systems theory lens to identify not just component level issues, but dynamic and emergent properties across complex functions.
Cascading down from corporate objectives and ambition, we work with our clients to develop to goals, KPIs, processers, functions, and teams required to deliver exceptional customer value management.
Outputs & Benefits
- Clear ownership of key activities and outcomes required to anticipate and delight customers.
- Comprehensive understanding of the flow of information, ideas, and actions across complex business functions
- Identification of missing and underdeveloped skills and competencies before they become a problem
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
