customer experience approach from peppers & rogers group
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COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 1
makean
impact!
December 2011
Company Overview and Capabilities
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Perspective
Expertise Experience
Headquartered in the U.S. with offices on five
continents
Serving the market leaders in major
industries all over the world
Founders recognized among the world’s top 20 business thinkers
Peppers & Rogers Group: Pioneers in customer strategy
Peppers & Rogers Group combines a global perspective with deep expertise in customer strategy and broad experience serving premier companies in global industries and markets
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Our founders
Don Peppers and Martha Rogers, Ph.D. have been thought leaders in the business world for nearly 20 years, having published 8 business bestsellers since 1993, including The One to One Future, the bible of relationship marketing.
1. The One to One Future2. Enterprise One to One3. One to One Fieldbook4. One to One Manager5. One to One B2B6. Managing Customer Relationships7. Return on Customer8. Rules to Break & Laws to Follow
2011201119931993 20082008
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A fundamental truth
“Businesses succeed by getting, keeping and growing customers. Customers are the only reason you build factories, hire employees or engage in any kind of business activity.
Without customers, you don’t have a business, you have a hobby.”
- Don Peppers & Martha Rogers, Ph.D.
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Our business is to generate value for our clients …
We help clients create more valuable businesses by
building the value of their customer base
We help clients Define their customer-based strategies Build their customer-centric capabilities Deliver their customer-focused programs Measure their customer-driven impact
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… by helping them compete along a new dimension
Product CentricityProduct Centricity
Customer Needs
Satisfied
Customers Reached
Share of customer
Cus
tom
er C
entr
icity
Maximizing the value created by each product
Maximizing the value created by each customer
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It starts with a core belief that all customers are different and need to be treated differently
Customers as unique addressable individuals
By value, behavior & needs
More cost -efficiently and
effectively
Some aspect of the company’s behavior
– offerings, communications
Identify Differentiate Interact Customize
Customer Insight Customer Experience
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And organizing around that philosophy by putting the customer in the center of the enterprise strategy
Understand Customers
Design the Customer Experience
Implement Enabling Systems
Align the Organization
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Peppers & Rogers Group enables the foundational elements of a customer-centric enterprise
These elements serve as guide to developing customer-centric capabilities and as a lens through which to evaluate progress during this transformation
Business
Customer
Organization (incl. structure, culture, incentives)
Processes (incl. identify, differentiate, interact, customize)
Information (incl. data, insight, knowledge, action)
Technology (incl. tools, integration, utilization)
Measurement
Monitoring
Management
Strategy Execution Impact
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► Customer Experience Management
► Sales and Service Model
► Contact Center Strategy and Design
► Channel Management Strategy and Design
► Distribution Network Design
► Sales Force Design and Development
► Campaign Management and Momentum Program Design
► Loyalty Program Strategy and Design
Our broad range of services delivers impact
Peppers & Rogers Group Consulting follows a consistent framework for every engagement. Solutions are customized, and clients can enter – and exit – the process at any stage
► Data Strategy
► Customer Segmentation (needs, behavior, value, lifestyle, lifecycle)
► Customer Behavior Prediction
► Customer Lifetime Value Analysis
► Retention Analysis and Churn Prevention Strategies
► Campaign Analytics
► Segment Investment Planning
► Customer-Centricity Assessment and Roadmap Development
► Business Plan Development
► Business Case and Feasibility Studies
► Social Media Strategy and Resource Planning
► Organizational Design and Restructuring
► Operational Excellence
► Customer-Centric Process Design
► Business Requirements Gathering
► Cost Optimization
► RFP Development and Technology Selection
► Performance Management
► Customer-Centric Metrics Definition
► Program Management Office (PMO)
► Communication Planning and Coordination
► Business and Cultural Change Management
► Deployment Management and Support
INSIGHTINSIGHTINSIGHT STRATEGYSTRATEGY BUSINESS DESIGN
BUSINESS DESIGN
CAPABILITYBUILDING
CAPABILITYBUILDING DEPLOYMENTDEPLOYMENT
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TelecomTravel &
Transport
Retail & Distributio
n
Nike.com
Healthcare
Peppers & Rogers Group has worked with many of the world’s leading brands
Financial Services
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Peppers & Rogers Group
Corporate Headquarters1111 Summer StStamford, CTUnited States of AmericaVoice (203) 989-2200
www.peppersandrogersgroup.com
Global Locations:AustraliaBelgiumBrazilGermanyKuwaitSaudi ArabiaSouth AfricaTurkeyUnited Arab Emirates
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED.
The information contained in this document, much of which is confidential to Peppers & Rogers Group, is for the sole use of the intended recipients. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of Peppers & Rogers Group.
The global leaders in customer-centric
management consulting
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