Do you understand who your customer are, and what their needs and expectations are?
The foundation for any company must be its customers and understanding their needs, buying factors, and behaviours.
With this understanding, a company can then build offerings and a complete business model which is optimised to deliver that value. In this stage, we need to identify who are customers are, what value looks like to them, map our their customer journey (B2C), understand the value chain in their industry (B2B), then segment and decide where to focus.
All of our solutions are tailored to the specific challenges of each client
Understanding Customer Centricity
We have worked with various large organisations with strong product and brand legacies that have seem to have lost their touch with customers in highly competitive markets. With one manufacturing client we worked with commercial teams develop new mindsets on how to identify customer needs, assess how they perform today in creating the value required by customers, and develop strategies to refine or invent new offerings to win in specific customer segments.
Key Account Management
Working with an B2B technology company, we developed a KAM sales structure, process, account plan and team to build customer intimacy with top customers. By better understanding their key customers strategy, stakeholder map, buying process, they have managed to grow share of wallet technology spending with their top 20 customers.
Customer Innovation Workshops
Working with a bank, we developed a series of engaging customer innovation workshops where we spent time 1) Refining our understanding of customer needs and then 2) Getting customers to create concepts of new services that they would love to have.
