Advisory Services

Customer strategy and insight

• Identify customer needs and behaviors and define segments and profiles to generate value-based insights and identify opportunities across the customer base
• Analyze cost and margin implications across the customer lifecycle and assist clients to quantify, monitor and measure the cost and value of customers across the organization’s portfolio
• Assist clients to define and implement strategies around their customers, products and the markets that they serve

Following are some areas where we help our clients:

• Customer segmentation
• Customer data management
• Primary research and customer survey
• Customer profitability analysis
• Customer journey effectiveness
• Customer value management
• Customer and marketing strategy
• Market entry strategy
• Proposition development

Sales effectiveness improvement

Work with the sales force - direct and indirect to drive sales efficiency, reduce cost to sell and improve sales conversion and customer retention through leading practice account and channel management.

• Sales force effectiveness
• Bid management and win/loss assessment
• Customer contact management
• Channel structure and optimization

Customer service improvement

Assist organizations in serving their customers better - driving not only customer satisfaction but striving for customer advocacy by using various tools and methods, such as:

• Customer service - onsite and field service effectiveness
• Contact center transformation
• Service recovery management

Digital transformation

Help organizations engage with their customer base through a broad range of digital channels. Some of the our related services are:

• Digital diagnostic
• Digital strategy
• Independent media agency selection
• Social media assessment and analytics
• Media and digital effectiveness review