MAT 1000 Mathematics in Today's World. Last Time We talked about Cryptography.
We talked to you...
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description
We talked to you. ‘What did you tell us....?’. What are the current issues / challenges. ‘More for the same or more for less’. Reaping the dividend of cost release. Developing the customer base as you emerge from economic turmoil. We distilled out : The ‘Small Big Things’. - PowerPoint PPT Presentation
Transcript of We talked to you...
We talked to you...
‘What did you tell us....?’
What are the current issues / challenges
Reaping the dividend of cost release
Developing the customer base as you emerge from economic turmoil
‘More for the same or more for less’
We distilled out : The ‘Small Big Things’
‘Those things that are small, easy to do and of relatively low cost in your world, yet big and of high
perceived value in your customers world’
Why Bother
Those ‘small big things’ have a value
Differentiate from the competition
‘Develop sustainable competitive advantage’
Not shopper/consumer for m.modal – rather just customer surely
Meeting the right needs
CUSTOMER UNDERSTANDING
Strategic Needs
Operational Needs
Strategic Business Needs Strategi
cOperation
al
PersonalBuyers Needs
Generic Operational Business Needs
Unique Operational Business Needs Operating
Company Focus
Operating Company
Focus
Our Focus
How ~ I-D-I ?
Insight
• Organisational Management Assessment:- Internal ~ ‘Getting under the skin of your operation’ External ~ ‘Getting inside the mind of your customers’
• People ~ Assessing current organisational capability and commitment.
Development
•Project charters owned by functional / customer champions
•Identifying strategic risks and creating risk management solutions
• Project plans• Value co-creation with suppliers and key customers
• Customer segmentation • Operational ‘Hot Spots’• Leadership team development
Implementation
• Effective Processes & Systems
• Customer seeing a difference in their relationship with you.
• Suppliers preferring to work with you over your competition.
• Leadership development programme
• Leaders managing change
Output ~ Organisational Opportunity Road Map.People development plan
Output ~ Project streams managed within a customer focused framework .Delivering the now ~ while developing the future
Output ~Dashboard measures to monitor progress.Delivering ‘more for the same’
Developing and Delivering~ ROI
Indicative example from elsewhere
CRAMM
Create New businessCustomer Acquisition through ‘word of mouth’
Marketing saving £ 250kNew Business £ 300k
Retain Hold onto what you have
Reduced cost of acquiring new customersReduction in recruitment agency fees.
Marketing savings £ 150k
Agency Fee savings £ 70k
Add Increased ValueIncreased Volume
Customer preferenceExperience balances price/convenience
+ 1% increase in volume+ 3% increase in value
Manage Cost
Efficiency and effectiveness
Placing the right resources against the right customers
+ 5~6% share of key customers business. Average = £ 20~30 kOverhead reduction £ 450k
Manage Risk
‘No surprises’Mitigating project failureCredit management
Exposure reduction of 230K
Project Budget:- £ 150~175k, total upside = circa £ 1,850,000 ~ ROI 10:1
Build it...C...R...A...MC...MR
Who Are We?
A customer management consultancy
What is it?
An Enterprise approach to being customer focused
Where do we add value?
At the front end; Sales, Marketing, Customer Service and Customer Marketing
Summary
Current Crisis offers Opportunity
Coming out the other side stronger
Logical Process that mitigates the risk of change
Providing the platform for organisational ‘step change’
Why not challenge us to resolvewhat’s keeping you awake at night?
THE END
Value Lever Benefit Value
CreateUs
New business for ABCNew business for business unitsCreds in registration to Listing
360,000 euros800,000 euros
ThemNew channel opportunities 150,000 euors
HoldUs
Additional business to build customer importance. No loss
ThemMaintain current customer loyalty No loss
Add
Us
Case study client Use additional products to lever customer relationships from second to first line.
150,000 euro
ThemPlatform for market growth +5%Route to market for other products within the portfolio
200,000 euro
Reduce Cost
UsEfficiency through additional volume and dilution of back office costsContribution to fixed overheads
50,000 euro
ThemEquitable and transparent partnership arrangement X Euros between
distributor margin and ABC deal
Manage Risk
UsAlready has a presence within the market, guaranteed revenue stream.
1,160,000 euro
ThemContinuity and consistency of supply through change of distributor partner.
4,000,000 euro
What’s in it for them & us!
Busy,busy,busy – does Sl 10 not do the job for you
