Customer Strategy
Hitachi Consulting's Customer Strategy practice helps its clients enhance their end-to-end Customer Proposition leading to increased customer segment profitability.
Our model for achieving this is to employ practical strategies to help clients enhance acquisition, servicing and retention through recognising their customers':
- differences
- needs
- wants
- loyalty
- contribution (profitability)
Hitachi Consulting adopts a jargon-free practical approach to analysing and using customer information to help businesses build and grow profitable customer relationships. Depending upon the starting point, Hitachi Consulting helps its clients initiate a cycle of analysis, learning and change.
The Customer Strategy model includes the following areas of focus:
- Customer Contact - improving the performance of contact centres by addressing people-related issues, processes, management and technology. This involves:
- working with clients to review and enhance current contact centre strategy
- improving the operational performance of contact centres
- exploiting advanced technologies to help enhance customer service, reduce costs and increase revenue
- Customer Insights / Market Analysis. Helping our clients to understand the dynamics of their target markets and to gain insights into the needs of their target customers through the use of fact based market analysis and qualitative and quantitative customer research, in order to gain insights into customer motivations and attitudes
- Customer Knowledge. Helping our clients to gain valuable insights and knowledge of their current customer base which includes:
- building pen portraits of current customers (characteristics, profile, preferences, profitability, loyalty)
- gaining insights into customer behaviour which competitors don't know
- building a segmentation model based on customer behaviour / preferences
- Customer Profitability. Helping our clients understand and exploit the drivers of customer profitability within their target markets:
- exploring the link between profitability and loyalty (in some markets, one-off customer transactions can still be highly profitable)
- investigating different methods of driving profitability
- developing a pragmatic plan for helping our clients increase customer profitability
- Customer Proposition Design. Helping our clients build and deliver Customer Propositions which include:
- building marketing strategies to develop value over the medium and long term
- building propositions which provide real competitive advantage
- conducting robust market research to ensure the proposition is correctly positioned
- building a Business Case to cost justify the design, set up and implementation of the new proposition
- delivering a practical, implementable solution, taking into account the client's current capabilities and infrastructure