TRANSFORMity

Customer Service Orientation is no longer a luxury

Customers are the source of real growth. We combine in-depth customer insights with practical expertise in operations and economics to help our clients create sustainable, organic growth.

Target Market Insights: We help clients understand customer needs and behaviors and develop actionable segmentation from the resulting insights. We help clients define the target customer or “sweet spot”, the area of distinct advantage over competitors, to inform business decisions and investment allocation.

Product and Category Management: We help firms break down barriers to innovation and improve ongoing customer-led product development, so value proposition is differentiated and meets customer needs. It does not only entail developing products that better meet customer needs, but also ensuring that a company’s product development and innovation processes position it for future success is key. We recognize product management is critical to increasing and sustaining revenue growth. As such, our approach does not entail just a onetime product fix, we also work to improve the ongoing product-development process by focusing on breaking down barriers to innovation.

Pricing: We help resolve the pricing paradox, one that remains underdeveloped in most companies – through building long-term pricing capabilities and capitalizing on in-year-revenue opportunities.

Sales and Channel Effectiveness: We help companies identify quick, targeted, customized solutions as well as strategic and operational improvements to boost underperforming sales organizations.

Marketing and Brand Strategy: We help companies align marketing and brand strategy with overarching business objectives; ensure marketing investments are generating highest returns and reinforcing the brand positioning; and build a loyal customer base through branding that cultivates a strong, trusted image.

Customer Experience: We work with companies to develop a series of positive interactions with the customer to earn their advocacy and inform consistent delivery of experiences to drive top-line growth.

Loyalty: We help companies nurture promoters – loyal customers who are more profitable, and who are active proponents of your business in good times and bad.

Go-to-Market Strategy: We help companies build powerful, integrated go-to-market systems that build a bridge between a company’s strategy and the exceptional customer experiences that are the ultimate driver of customer advocacy and loyalty. Product and market disruptions coming from every direction continue to hit one industry after another. What sets successful companies apart, what allows them to grow by quickly adapting to new environments rather than scrambling to catch up, is a distinctive and robust go-to-market system.

Every company has a process for going to market, of course. But go-to-market functions, such as sales, marketing, and product management, tend to be isolated from changes in the marketplace, from their own company’s strategic priorities, even from each other.

We help companies build powerful, integrated go-to-market systems. We think of an effective go-to-market system as the missing link between a company’s strategy, its decisions about where to compete and how to win, and the exceptional customer experiences that are the ultimate path to success. Such a system enables a company to identify attractive target customers and design value propositions tailored to those customers’ needs and to the company’s strengths. It also enables the company to deliver these offerings to the marketplace and to continually refine them based on fast, reliable customer feedback.

We are committed to helping companies with quickly achieving and sustaining their full potential.

Our holistic and data-driven approach enables clients to achieve leadership in their core business, leverage their core strength to grow into adjacent opportunities, and operate at superior levels of performance to drive industry-leading results, while reducing the load on non-core business and cost centers.

Our work helps clients come to grips with the most difficult issues and questions relating to commercial transformations such as becoming more customer-centric; establishing structures and processes to better link marketing with the rest of the business; boosting efficiency and effectiveness; and capitalizing on emerging market and digital marketing opportunities. Our outside perspective helps provide unbiased viewpoints, and our collaborative style helps minimize potential conflict.