Your Journey will be unique...

Customer Navigator™

The Customer Navigator™ is a proprietary tool that we have developed from our experience of many years of successful Customer Management (CM) implementations.

It provides a comprehensive and structured approach to establish your Customer Management challenges and produces a prioritised route map for delivery. It rapidly assists you in highlighting both the strategic issues and also potential quick wins to maximise your business and customer impact.

The full process will help you to develop a comprehensive, timelined and prioritised implementation plan across the whole of your CM programme. It will identify the critical path to ensure you do the right activities in the right order and focuses on skills and competencies to deliver. This reduces implementation risks and speeds up improvements of actual business results.

Having the Customer Navigator™ model and approach could save you at least six months of initiation time for your programme.  


Customer Navigator™ is based on the 7 key Domains of Customer Management best practice


Strategy & Planning
  • Create the environment for being a Customer orientated business
  • Focus on planning & aligning resources to manage your most valuable customers
Culture & People
  • Identify and develop the competencies to deliver CM
  • Establish a People Strategy to underpin a Customer orientated business
Customer Proposition
  • Define your Customer Proposition based on customer insight
  • Ensure the organisation can deliver to the Customer
Contact Management
  • Establish “TRACK” strategies and activities to maximise profit and enhance the customer experience around the customer life-cycle
  • Ensure consistency in the management of all channels and customer interactions to “maximise the value of each and every customer contact”
Data Management
  • Define your Customer Data Strategy and Tools to enable you to support your current and future Customer Management activity
  • Understand the impact of data quality, data maintenance and managing data consents upon your ability to sustain your CM activity
Business Impact
  • Define your business goals  to incorporate Customer and TRACK metrics
  • Link Customer and Shareholder value
Customer Impact
  • Develop a measurement framework to ensure you are delivering to customer expectations and adding value to the business

 

We provide four levels of Customer Navigator™ engagement:

Executive “CM Challenge”  – A short focused engagement to establish if now is the right time to advance CM within your business. It will determine if you are really focussed on the Customer, whether the principles of Customer Management are embedded in your organisation, and if there is a common understanding of Customer Management. In short it will discover whether you are ready to embark on the Customer Management journey.

Strategic Customer Management Positioning  - This helps you establish a high level view of your Customer Management reality, utilising a “Key Milestones” subset of the Customer Navigator™ model.This will help gain senior buy-in and identify key priority areas for action or further investigation.

Customer Management Evaluation - We carry out a detailed Customer Management evaluation and diagnostic review across the whole of the Customer Navigator model to pinpoint your current performance capabilities.  We will identify your Customer Management challenges and provide clear prioritised recommendations, with a sound rationale for your business.

Customer Management Implementation – Building on the Customer Management Evaluation we utilise the full Customer Navigator milestone model across more than 750 data points to develop (and can help you implement) your integrated, prioritised Customer Management Programme Plan. This includes detailed project plans and the specific activities to help you achieve your desired level of Customer Management performance. 


Contact us to find out how we can help you deliver more for your Customers and your business.