Consulting

Within the consulting arm of Springboard we help organisations in four key areas:-

• Customer Management Assessment (CMA)
• Distributor / Partnership Development
• Customer Experience (CxP)
• Needs Based Segmentation.

1. Customer Management Assessment
What is it?

• A benchmarking programme, using a "good practice" model of organisation wide customer management (CM) and circa 350 standards.
• Within the process, management are interviewed, staff are accompanied and appropriate documentation reviewed.
• A selection of key customers are also interviewed
• Via targeted questioning it identifies both the organisations intentions (what they think they are doing) and also the effect their actions are having in reality.
• A clear "stake in the ground" to current performance is produced. This provides the start point for any development programme that involves or touches customer

What do we do?

• Provide an organisation wide view of how good you are at Customer Management, compared to 'good practice' and peer group organisations.
• Identify the quick wins and big prize areas that release profit opportunities for the organisation.
• Produce a CM road map to guide your development team toward quick release profit opportunities.
• Undertake an interactive feedback presentation & workshop with the key stakeholders.
• Provide you with a comprehensive and detailed report

Click For More Information on Customer Management Assessment.

2. Distributor / Partnership Development
What is it?

A business model that is growing in popularity yet remains highly complex, let"s be crystal clear what we mean by partnership. Here is a simple definition of partnership/alliance to help.

Two or more partners working closely together to achieve something one cannot easily do or chooses not to do alone.

Source:- Mark Darby: ALLIANCE BRAND, Fulfilling the Promise of Partnering.

What Do We Do?

We have a number of frameworks, methodologies and tools that we can offer you to build "your way". Our philosophy is also "action through learning" where we would suggest that the team work with us to build the appropriate framework and tools, evolving it in real practice rather than in an academic vacuum. It is essential that learning is transferred and embedded within the organisation and we work closely with the partnership/alliance team in shaping the tools, solutions and approach needed for success.

Want to learn more?

Click For More Information on Distributor/Partnership Development.

3. Customer Experience (CxP)
What is it?

CxP is the Customer Experience Management solution and set of diagnostic tools from Springboard Commercial Solutions. It blends; research, academic theory and practical experience to provide a "hands on" approach for enhancing customer experience where it counts ~ at customer facing level.

What We Do

We bring together science and emotion to develop, enhance and improve the experiences you deliver to your customers. We know that customers at a basic level want the experience they receive to match their expectations. We make sure it does! .

Want to learn more?

Click For More Information on CxP

Assess your own customer experience >>

4. Needs Based Segmentation
What is it?

A way to group customers based upon their needs and their potential. Enables you to place your effort against the customers where you gain the maximum advantage

What We Do

Work out the traits and needs of your customers, identify common links that enable you to group them together. Sense check it against hard data. Bring the two together to provide a framework that works on hard data (profit, value, volume) and soft data (traits, behaviours and needs). Work with you to place the customers onto the framework and understand the implications of working with them in a different way..

Support the commercial team as they apply segmentation into their everyday way of working.