Case Studies
CUSTOMER MANAGEMENT MODEL
Implementing a new customer management model
Problem:
Solution:
Benefits:
“The Customer Management Model is such a simple concept, which when applied to individual business circumstances, brings order out of chaos. If used sensitively, with underlying knowledge of the individual business’ issues and those of its sector, it can allow business owners and managers to better plan their customer-facing operations and, even, part of their longer term strategy.”
David Cornelius, Partner, Bishop Fleming.
Problem:
- Large bank serving business customers across the Midlands.
- 2,000 business customers served reactively, with low value customers over served and high value customers left inadequately supported. High customer attrition.
Solution:
- New relationship model, categorizing customers according to value and potential.
- New roles to support different categories of clients.
- Project to manage transition.
Benefits:
- New model implemented, freeing up time for high value/high potential customers.
- More appropriate serving of low value customers, reducing cost to serve.
- New development opportunities for lower graded relationship staff.
- Improved sales and customer feedback.
- Model rolled out more widely.
“The Customer Management Model is such a simple concept, which when applied to individual business circumstances, brings order out of chaos. If used sensitively, with underlying knowledge of the individual business’ issues and those of its sector, it can allow business owners and managers to better plan their customer-facing operations and, even, part of their longer term strategy.”
David Cornelius, Partner, Bishop Fleming.
CREATING A SALES MACHINE
Creating a sales machine….in the public sector?
Problem:
Solution:
Benefits:
"Chris has successfully managed to apply commercial business development and sales models to the education sector. Through creating direct but co-operative methods linking all phases of the customer journey, energetic and values driven customer engagement, developing and motivating excellent staff, and through detailed performance focus, student numbers rose by over a third, translating into a significant financial bottom line.”
Patrick Roberts, Student Recruitment Manager, Exeter College.
Problem:
- Further Education College with recruitment dependency on 5 local schools, unfavourable demographic trends and declining student numbers.
Solution:
- New contact strategy for over 30 schools with targeted engagement where high recruitment opportunities.
- New motivated relationship staff with clear targets, reward system and leadership.
- New dashboards focusing on conversion rates.
- Revised admissions process linking marketing activity to student engagement.
Benefits:
- Year on year increase in student numbers by 36% over 5 years, with shift in recruitment pattern away from local schools.
- Multi-million annual income benefit underpinning increased financial strength of College.
"Chris has successfully managed to apply commercial business development and sales models to the education sector. Through creating direct but co-operative methods linking all phases of the customer journey, energetic and values driven customer engagement, developing and motivating excellent staff, and through detailed performance focus, student numbers rose by over a third, translating into a significant financial bottom line.”
Patrick Roberts, Student Recruitment Manager, Exeter College.
LEAN ACCOUNT OPENING
Problem:
Benefits:
"This is a fantastic result - very well done to all involved. You should all be very proud of the progress you are making. It feels like a different place than 3 months ago - much more confident and focused."
Managing Director, Barclays Private Clients International.
- International bank with account opening centre serving all overseas territories, with massive backlogs, low customer satisfaction, and poor staff morale.
- Lean improvement project streamlining processes, responding to customer requirements and creating real ownership by centre staff.
Benefits:
- Accounts opened within customer requirements and customer service significantly improved, staff turnover reduced.
- Project wins award at European Lean Six Sigma Awards
"This is a fantastic result - very well done to all involved. You should all be very proud of the progress you are making. It feels like a different place than 3 months ago - much more confident and focused."
Managing Director, Barclays Private Clients International.
A GAME CHANGING PARTNERSHIP
Problem:
Solution:
Benefits:
Exeter Express & Echo, April 6th 2012.
- National low cost airline required training partner to support development of staff.
Solution:
- Won tender to partner with company, launched partnership including secondment of staff, developed new curriculum including new engineering apprenticeship scheme and foundation programme.
Benefits:
- National recognition by OFSTED, Association of Colleges and national media.
- Significant increase in student numbers to associated educational programmes with excellent employment outcomes.
Exeter Express & Echo, April 6th 2012.
