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 goals, KPIs, processes, 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
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.
