The Consultancy (NDA)
In 2022, I joined one of the leading business consultancies in Russia to develop the Client-Centricity Practice. With 20 years of business development experience, the Consultancy sought to establish client-centricity as a new area of expertise.
As a professional in client-centricity, my role was pivotal in creating a conceptual framework to guide the Consultancy's client-centric initiatives and ensure measurable business outcomes.
As a professional in client-centricity, my role was pivotal in creating a conceptual framework to guide the Consultancy's client-centric initiatives and ensure measurable business outcomes.
Key Challenge
Establish a Meta-Project for Client-Centricity rather than solving a particular business case: Need to build a comprehensive foundation that would encompass all client-centricity-related projects at the consultancy, to make it practical and flexible, to be applied to any client case, at the same time
What I've done
- Conducted research on best practices in client-centricity, specifically focusing on how other leading business consultancies approach the topic and the range of services they offer.
- Mapped previous client-centricity cases handled by the Consultancy, categorising them into 6 distinct groups to define existing expertise.
- Designed the Client Experience Modelling (CEM) service, which involved systematising, describing, and visually representing all stages and aspects of the customer's journey with the company, both pre and post-purchase.
- Developed a framework for Customer Journey Mapping (CJM), a vital component of the CEM methodology and toolset, enabling effective analysis and management of customer experiences.
- Developed the 7+1 Model for Situational Market Analysis, offering a structured approach to evaluating market conditions and making informed strategic decisions.
- Developed a standardised cost estimation framework for CJM development projects, facilitating accurate budgeting and resource allocation.
Mapping of 6 groups of client-centricity cases handled by the Consultancy in the past
Conceptual framework of the CEM service for the Consultancy
Preparing the questionnaire for the CJM research
Standardised cost estimation framework for CJM development projects
Results
This project provided the Consultancy with an approach to client-centricity, ensuring that the new service offered tangible benefits to clients through the implementation of the Client Experience Modelling (CEM) service and the Customer Journey Mapping (CJM) framework in their business processes.
Since 2022, the Consultancy has been utilising the developed service to address various business challenges, such as declining customer loyalty, decreased new client acquisition, stagnant lead conversion, increased helpdesk calls, changes in sales structure, prolonged transaction cycles, and underperforming tools or mechanics.
Since 2022, the Consultancy has been utilising the developed service to address various business challenges, such as declining customer loyalty, decreased new client acquisition, stagnant lead conversion, increased helpdesk calls, changes in sales structure, prolonged transaction cycles, and underperforming tools or mechanics.
