Customer & value
THE CHALLENGES OUR CUSTOMERS FACE
We support our clients in overcoming their challenges, always with the focus on realizing customer-centric growth.
Cope with rapidly changing markets & competition
The market in which you operate is changing continuously. Disruptive technologies emerge and innovative competitors are putting your core business under pressure. Adapting your value proposition to achieve 'the right to win the market of tomorrow' can be challenging.
How we support
Customer needs are rapidly shifting and increasing. How do you stay relevant and connected to your customer by delivering the products and services they need? Your organization is looking for the right approach to re-establish the value you bring to the customer and enhance their experience.
How we support
Deliver a consistent customer experience
Today’s customers are increasingly sophisticated and expect a seamless and well-designed customer experience across all channels and experiences. However, most organizations track the performance of only individual touchpoints rather than the end-to-end customer journey.
How we support
Align operating model to external & internal changes
Due to customer, market and/or internal changes (M&A, divestures, …) an adaptation of the company strategy can be required. Translating this new strategy in a clear operating model (the tactical layer) can be challenging, but is crucial in order to structurally implement the new way of working.
How we support
OUR CUSTOMER & VALUE STRATEGY SERVICES
We assess the current customer experience end-to-end for various personae & across channels. We link the customer experience to business value & benchmark satisfaction performance by customer journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.
Value proposition redesign
We help companies to move from a product-centric approach to a customer-centric one. We perform in-depth market research to fully understand the customer needs and market/channel dynamics. Together with your teams & based on your commercial strategy, we define your target customers and streamline the product/service offer and revenue models.
Operating model redesign
Together with you, we make the strategy explicit and identify what drives customer value for the different customer segments (price, responsiveness, technical services,…). We identify the core business processes and core capabilities your company need to realize this and how the organization should evolve to support your way-to-play in the market place.
We analyze and transform the supply chain processes in your organization with a customer-centric mindset. We redesign these processes based on your customer requirements, often stepping away from a one-size-fits-all to specific processes and organization based on these requirements.
"Creating value for the customer is the most elementary aspect of doing business. I have seen many companies succeed (fail), by (not) mastering this capability."
Bert Vandewiele - Commercial strategy expert
POWERED BY OUR DIGITAL CAPABILITIES
We are digital. Our way-of-working is always supported by state of the art technology.
End-to-end customer experience visibility
assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.
Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.
A data & analytics platform empowering companies with a strategic tool to predict the financial value of experience drivers for each customer segment.
Maximize the effectiveness of your sales force and translate sales and channel strategies into field-ready sales plans that drive above-market growth.
Go to market
Maximize the effectiveness of their sales force and translate their sales and channel strategies into field-ready sales plans that drive above-market growth.
We are proud that our clients come back to us to take the next steps in their growth journey. Their loyalty is the best proof of the impact we realize.