Growth Pathways
Customers want simplicity, value for money and a seamless experience. However, organizations often struggle to understand where the value in their customer base is, and how to leverage the right channel for the right customer at the right time.
Customer segments are based on current value and past behaviours
Ensure customer segmentation is dynamic, based on future potential value and predictive variables
Response to customer feedback is reactive at all touchpoints
Proactively evolve the customer experience at prioritized ’moments that matter’
Channel innovation is executed in business or functional silos
Optimize channel mix based on cost and revenue impact of each customer interaction, through every channel
Our client testimonials
“Blackdot segmented our data into different industry types, so we had a very clear focus on where the majority of our long tail customers sat. They then helped us maximise the functionality we had within our Salesforce CRM and to introduce the marketing component. To have a marketing platform linking in to our Salesforce CRM and producing an output was amazing for us, and something we never thought we’d be able to achieve. Working with Blackdot is something that I will always remember to be the most successful step that we’ve taken in digitalisation.”
“The consulting team at Blackdot worked closely with us to develop a Customer Value Proposition (CVP) that would help us to attain our ambitious revenue target. The CVP was delivered in conjunction with an analysis of our market position, a content strategy and a thought leadership agenda. To embed this powerful toolkit, Blackdot ran a series of implementation workshops. The value of all of this work was quickly realised with key sales wins validating our investment with Blackdot.”
“We engaged Blackdot to support us with two key priority deliverables for a high profile business integration; the development of the end state operating model and organisation design and the production of a preliminary business case. Blackdot provided us with high caliber consultants who enabled us to meet these key deliverables; an excellent result under immense time pressure.”
“I have engaged Blackdot in the past to provide independent advice and thought leadership on our business operating model / organisational structure. I have found them to be a valuable partner who bring pragmatic and well thought-out solutions, as well as a collaborative and engaging style.”
“Facing an increasingly dynamic and competitive marketplace, it was a strategic imperative to evolve our business. We engaged Blackdot to conduct an organisation-wide benchmark across marketing, sales and medical to enable us be clear on our current effectiveness v best practice and then to isolate our key areas for improvement. The process clearly identified a set of ‘vital few’ initiatives and critically also aligned the leadership team and broader organisation. Since then Blackdot have been supporting us to design and rollout key initiatives across our operating model and sales framework. The progress made by the initiatives has been impressive and sets us up well to achieve the 2020 vision I have for the business.”
“As part of our transformation to a performance culture, we embarked on an overhaul of our incentive program across all business units. We engaged Blackdot to assist us with a review of our current incentive program and to conduct a benchmark survey to identify opportunities vs. best practice. They designed a new incentive program and assisted with the implementation / business handover support. We anticipate a real shift in the orientation of our incentive program to drive results / business performance and reward achievement; all the key stakeholders are fully engaged and view the new incentive program as a key element of our transformation agenda.”
Our Transformation Heroes
“Before Blackdot, we never thought about a holistic systematic approach – coming all the way from external customer needs, journey maps, what we need to do across different channels, but also how we should organise ourselves. We need to make sure we have orchestrated processes between sales, marketing, medical and even for the access team, so that we can create an integrated and the best customer experiences in the future… So far, the overall project experience is very positive – our people feel engaged and passionate because we have a common understanding now and share the same goal.”
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