• Keynotes
• Conference and convention sessions
• Executive management meetings
• Workshops

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• Customer Driven Strategy
• Operational Excellence
• Customer Driven Organization & Culture

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We bring best practices and a tailored, interactive approach to co-design and implement high impact customer strategies.

Our mission is to help our clients to create the most customer driven company possible.

Most of our clients experience double digit annual growth and significantly outperform their peers.

• A turnkey financial asset management company providing investment products and services to individuals and institutions in 50 countries.  They have more than $100 B in assets under management.

Challenge

• CEO had ambitious three year growth plan
• Several systems and processes required a redesign to support growth
• A customer relationship management (CRM) system was one area targeted for improvement
• Company had no CRM strategy
• Management had no understanding of the requirements for a CRM system of the future

Solution

• Interviewed senior management and conducted workshop with key management and staff
• Reviewed best practices and common reasons for CRM failure
• Formulated a vision for the CRM system needed in the future
• Assessed current customer driven strategy and CRM implementation today
• Identified and prioritized gaps between the CRM vision and the client’s current reality

Client Results

• Consensus around a vision for the company’s CRM
• Clarity around which customer driven objectives CRM must support
• Specific, practical and achievable strategic initiatives for next 12 months
• Detailed action plans and milestones to guide actions
• Clarity around challenges to CRM implementation and recommendations on how to address them

• Large, public industrial materials supplier provides a wide variety of products to the automotive, appliance, container, industrial machinery, construction and oil and gas industries.

Challenge

• Client’s domestic production was under performing past levels with no signs of improvement
• Big customers were getting stronger
• Management sought to change the game with an internet enabled business

Solution

• Dispelled current myths about who customers are, feasibility of serving smaller customers, and customer use of the Internet
• Used Internet to circumvent value chain and aggregate orders direct from end users
• Funneled volume through selected distributors to squeeze inefficiencies out of supply chain
• Shared savings with customers to encourage more direct orders
• Used customer interactions to strengthen relationships
• Leveraged stronger relationships into the sale of additional products and services
• Designed and built a new standalone company to execute the new business

Client Results

• Start up revenue exceeded $75 M in two years
• Reduced dependency on supply chain
• Established new customer driven, Internet enabled business

• This public corporation provides highly engineered materials to the automotive, industrial, and consumer markets worldwide.

Challenge

• Company just emerged from a substantial reorganization
• Recently added a new business unit
• Introduced EVA to measure financial performance
• Business units were getting larger and more complex
• Sought help in formulating a strategy for corporate and each business unit

Solution

• Helped CEO and business unit leaders to formulate a corporate strategy that addressed their portfolio of businesses
• Selected skills transfer model as the basis by which corporate adds value to business units
• Developed resource allocation to support corporate strategy
• Designed new governance and management process to enhance shareholder value
• Strategy emphasized a focus on customer needs, solutions in the most lucrative portions of their value chain, and leveraging strong customer relationships for deeper account penetration
• Structured and facilitated the development of individual, customer driven business strategies for each of the five divisions

Client Results

• Management consensus around a corporate vision and strategy
• Five business unit strategies fully aligned with the new corporate direction
• Successful sale of two business units
• Greater concentration of resources on three most attractive growth businesses

• Public company in the financial services industry has facilitated over $16B in loan volume.

Challenge

• Rapid growth created the need for a more formalized approach to management
• Company’s success creating more opportunities than resources
• No guide to make more informed decisions
• Customer intimacy with their clients was selected as foundation for competitive advantage

Solution

• Formulated customer driven vision and strategy with CEO and management team
• Redesigned operations and leveraged technology to deliver a better customer experience
• Developed a broader portfolio of offerings to leverage investments in customer relationships
• Strengthened employee skills and clarified and reinforced desired employee behaviors
• Developed and implemented a formal customer feedback system hardwired into continuous operational improvement
• Conducted annual survey with client’s customers to assess performance, shore up vulnerabilities, and target new strategic initiatives

Client Results

• Revenues exceeded $200 M for a four year compound annual growth rate of over 205%
• Net Income exceeded $75 MM for a four year compound annual growth rate of over 230%
• Market capitalization increased 122% over 20 month
• Staff expanded from 35 to over 700 in four years
• Loan volume increased  56% per year over five years