Customer & Relationship Strategy.
Optimize Profitability
All of your revenue, profits, value and wealth have a single point of origin: your customers. Ultimately, they are the root of your success. Your strategies need to be relationship profit-optimized.
ACQUIRE • RETAIN • ENHANCE
We’ve advised and supported over 1,000 enterprises across the world, through multiple volatile economic cycles, in tens of thousands of customer relationship optimization initiatives.
Whether you know them as customers, clients, students, patients or members, we know with certainty that consumers want reliable, reciprocal and valuable relationships with their providers. We know that lifecycle- and persona-guided relationship Acquisition, Retention and Enhancement strategies work.
The challenge is that organizations rarely know which relationships, current and future, truly drive their success; or how to amplify it.
We help you discover the answers and transform them into profits.
TRO: a limitless source of perpetual prosperity
Beyond the fragmented and tired silos of CRM, ABM, CX and XM is the evergreen strategy of Total Relationship Optimization: customer-centered yet not tech-obsessed.
Yes, it calls for a little more input and analytic-insight precision, but TRO is really the only consistent and repeatable solution to optimize your revenue stream. It works.
How you identify, message, understand, engage, sell and serve across all customer dimensions will define your enterprise success. Customer acquisition, retention and enhancement are core strategies.
We use unparalleled analytic engines to understand all relationships across your lifecycle sales and service matrix. We prioritize revenue realization and optimization. We align customer and workforce initiatives to enable your relationships to lead the way to your success.
"Who are your most profitable customers? And, how do you acquire, curate and migrate more of them?"
Analytics & Insight. Strategy & Execution.
CUSTOMER SOLUTIONS
Relationship Analytics
Lifecycle Profile Analytics
Lifecycle Profile Analytics
Who are your most valuable customers? Who have the best networks, potential and influence? Where and how do you get more? We generate analytics for answers.
Lifecycle Profile Analytics
Lifecycle Profile Analytics
Lifecycle Profile Analytics
Rarely explored, Customer Lifecycle contribution-to-revenue analytics are a gold mine of opportunities and referrals. We analyze, profile and prioritize your relationships.
Service Readiness
Lifecycle Profile Analytics
Lifecycle Migration Pathways
Relationship service and sales teams, technologies and processes need to be ready to perform. We analyze capacity and alignment of people, process and technology.
Lifecycle Migration Pathways
Lifecycle Migration Pathways
Lifecycle Migration Pathways
What your customers demand today will be different tomorrow. We develop strategies that optimize Lifecycle relationship profitability.
Hyper-Personalization
Lifecycle Migration Pathways
Retention & Engagement
Your customers have different service priorities and motivations. We design strategies to personalize their journeys and experiences.
Retention & Engagement
Lifecycle Migration Pathways
Retention & Engagement
Relationship attrition and churn is a top risk, but also a vast opportunity. We design acquisition, engagement and retention strategies.
Customer Experience (CX)
Loyalty, Affinity & Advocacy
Loyalty, Affinity & Advocacy
Without guiding strategy and a process-aligned workforce, CX too often becomes incoherent and alienates customers. We create multi-dimensional, all-engaging relationship experience initiatives.
Loyalty, Affinity & Advocacy
Loyalty, Affinity & Advocacy
Loyalty, Affinity & Advocacy
Your customers are utterly unique, yet share remarkable similarities. What motivates each of them differs and changes over time. We create relationship loyalty reward programs that consistently excel.
Strategy 20/20
Loyalty, Affinity & Advocacy
Customer Strategy Sprint
A profoundly-powerful, analytics- driven methodology to match top-performing relationships with top-performing workforce. The results: happier customers, happier workforce, and more profits.
Customer Strategy Sprint
Customer Strategy Sprint
Customer Strategy Sprint
A one-to-two day concentrated and higher-level executive collaboration that addresses each of our relationship optimization strategies.
Customer Strategy Summit
Customer Strategy Sprint
Customer Strategy Summit
A three-to-four day more detailed and comprehensive management workshop addressing our customer relationship optimization strategies.
Customer Strategy Sprint
Customer Strategy Summit
Optimize Relationship Profitability.
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