Customer Value Improvement Program
Customer Value Improvement Program
Executive Summary
Design and implementation of Customer Value program.
Client: Financial Services Business Intelligence/ Analytics firm
Business Challenge
Asked by President and division executive to undertake a
leadership role heading up a $ 100 million business’ first
Customer Value program.
Insights
Preliminary subject matter/industry best practice research
revealed that original project focus on Customer Satisfaction was
limited to scores/statistics, but combining by this to
term Customer Value we could also:
– propel and unearth new product opportunities,
– and understand and effectively align business priorities to key customer value drivers.
The latter being a direction that the President ultimately desired to move towards.
Actions
• Researched & interviewed consulting firms in the Customer Satisfaction/Value space.
• Narrowed choices/made recommendations and gained senior management consensus.
• Scoped project design and expectations,
• Oversaw qualitative focus groups and quantitative study,
• Leveraged relationship with sales to recruit customer participation and do one/one interviews.
• Analyzed statistical results and translated them into business priorities/actions.
• Designed and oversaw improvement program, working closely with sales.
Value/Impact
Project was deemed a success and replicated to four other corporate divisions.
- Created monthly performance dashboard which included recommended key initiatives and performance metrics.
- These program to progress measurement tools become singlular management tool used by executive team to transparently communicate results, challenges and action steps.
- Improved customer satisfaction scores of top customers by 30%.
