Customer Strategy
The Customer Strategy sets out how your organisation will acquire, serve and delight its customers and the commercial value this will generate
We see that...
...sales and product growth targets are often set without clarity on the customer behaviour changes needed to achieve them. This means that plans can be unrealistic and not aligned with the reality of the customer opportunity
...customer strategy is only articulated through a high level and general understanding of the customer, meaning that organisations are not able to directly understand actual customer behaviours for targeting and measurement
...customer strategies are created and exist separately in marketing, e-com, service and operations functions. This means that there are conflicting priorities, wasted investment and inconsistent customer experience
Our solutions
How to build a business plan that’s based on the customer behaviour changes required to realise commercial goals
How to ensure the Customer Strategy reflects both current customers needs and future opportunities from emerging customer segments
How to form a customer strategy that aligns brand, product, marketing and e-commerce goals and plans
How to form a customer strategy that goes beyond pen portrait personas to one that shapes the priorities, trade-offs and aligned KPIs across business functions
