Defined scope, objectives, and stakeholder engagement to align the team on a common vision.
Analyzed current CRM state using data and consumer insights to identify gaps and opportunities.
Mapped desired customer experience and established KPIs through collaborative workshops.
Created detailed roadmap balancing quick wins with long-term strategic goals.
Creating a shared language for change through structured framework with clear maturity levels (1-4) and subcategories for detailed capability assessment.
How we understand and act on customer data (e.g. segmentation, campaign reporting)
How we enable personalized experiences (e.g. tools)
How we design engaging interactions (communication concept, triggers etc)
How we structure teams for customer-centricity (e.g. ways of working)
We began the transformation by analyzing existing customer data to identify key needs across key lifecycle stages.
We reviewed industry best practices to assess benchmarks, comparing our current performance with leading standards.
Mapped the complete customer lifecycle, identifying critical touchpoints and defining the desired customer experience.
Defined the target state vision with input from stakeholders, ensuring alignment on goals and objectives for CRM transformation.
We consolidated our insights and formulated a structured roadmap, outlining a phased approach for implementing changes.
Balance quick wins with strategic initiatives for long-term capabilities
Immediate value while building long-term capability
Comprehensive transformation across all CRM dimensions
Built an enterprise function from nothing in a highly complex organisation.
Proved that comprehensive transformation is possible by balancing strategic vision with pragmatic execution, quick wins with long-term investment, and global consistency with local flexibility.
Created infrastructure that continues to evolve with the business.