While many organisations may claim to help you deliver a good customer strategy; we at Nowell Stone believe that a good customer strategy is not enough. A customer strategy which is appropriate to your customers' needs and which can be practically delivered within your corporate environment and constraints is required. Without this, you will either be delivering the wrong customer experience or making promises you cannot deliver against.
To help you with all this, we provide the following:
- Auditing your current customer management strategies (e.g. CRM, marketing, customer service, channel), and where applicable, enhancing it to deliver more for the business
- Auditing your current customer experience and assessing that against the customer management strategies, to identify gaps
- Auditing your current propositions and proposition development process against the desired state to identify gaps
- Developing robust business cases and implementation road maps for a customer strategy and helping you get there
- Creating a framework for customer management planning within which all elements of the customer management value chain will be delivered
- Defining a road map for change and defining the detailed work streams required to achieve the change
- Identifying internal customers involved in making customer management work, and developing and supporting the "marketing" approach to gain their involvement
- Establishing whether or not staff have the right skills, interest, characteristics and capacity to do their work so as to deliver the required customer management strategy, and identifying gaps between current and needed skills - now and in the future
- Reviewing the values and beliefs, behavioural patterns, and leadership styles associated with your culture or your informal organisation, identifying whether they are likely to aid or hinder the delivery of the desired customer management strategy, and suggesting appropriate changes
- Capitalizing on the capability and commitment of your staff by ensuring - through training, communication and motivation - that they are highly committed, understand any changes needed, and are committed to making them work and embrace them
