Our reputation is down to the quality of both our IP and our people. At the Customer Framework we work seamlessly to service our clients wherever they may be in the world. Our people are highly experienced customer management practitioners and thought leaders from a diverse range of industries. They all have a deep passion for organising around the customer and showing clients that this can be a profitable strategy.
Our consultants are intelligent and great communicators; they’re intuitive and practical rather than theory oriented; they learn fast and are self-motivated, totally client focused and good team players. Several of these points differentiate us from the big consultancies.
As a client, you know you’ll be getting the best.
OUR MANAGEMENT TEAM
Meet the TCF management team, based in London, UK
Neil Woodcock CEO & Chairman
Neil is Chairman and CEO of The Customer Framework Ltd. and visiting executive Professor at Henley Business School, University of Reading. Neil is an expert in customer management, having worked across almost every business sector in every continent. The Institute of Data, Digital and Direct Marketing (The IDM; www.theidm.com) called Neil ‘one of the world’s most expert consultants in customer management’. An honours graduate (Chemistry), he worked in business-to-business sales & marketing with Mobil Oil, business-to-consumer marketing with Unilever and consultancy services with Accenture (formerly Andersen Consulting) & McKinsey before co-founding QCi. QCi’s customer management benchmarking product (CMAT) became the world’s leading benchmarking tool for large organisations . QCi was acquired by the WPP group in 2001, and he remained Chairman while successfully embedding CMAT within WPP. He left QCi in 2006 and after a period as Chairman of the Public Sector consultancy WCL, he joined The Customer Framework Ltd. as Chairman in 2008 becoming CEO and Chairman in 2011. Neil has written 5 books and numerous articles on customer management, is on the editorial board of leading journals and is an Honorary Fellow of the IDM.TCF help large organisations manage customers in a way that engages customers and makes profit for the organisation. Usually engagement can be turned into sales commitment from customers and profitable $s for the company, so everyone wins. The projects that thrill him are those where he helps clarify the $ opportunities from customer management, agree what organisations need to do to realise the $s and help them see the changes through to visible improvements in customer engagement and the P&L.
Andy Green Director
Specialising in blending socially enabled customer management strategy with the practical design and delivery of implementation programmes, Andy’s passion is to deliver real and sustainable financial benefit for TCF clients. He is equally at home positioning strategic concepts in the board room, enthusing and influencing staff at all levels or working on the detail. He also relishes the challenge of overcoming the many barriers that exist in order to actually make change happen and realise benefits.Andy began his career in the Airline and Travel industries with roles in sales, marketing, product and yield management, culminating in general management. Moving into consulting, he applied his first-hand knowledge of loyalty programmes and customer management to other industry sectors – including telecoms, retail, manufacturing, financial services, CPG and high luxury. Most recently, on 2-year secondment to Christie’s as their Client Management Programme Director, he led a programme of change across marketing, operations and IT that made a significant impact on the bottom line and left a legacy of cross-functional cooperation and team working.
Nick Broomfield Director
Nick joined TCF in 2010 as a Director and Partner having spent 8 years at drinks giant Diageo where he headed the Global Digital Marketing Team. Nick was responsible for successfully integrating interactive channels to become an indispensible element of the overall brand plans and is credited with introducing and embedding a focus on consumer engagement that led to a step-change in the marketing of brands including Johnnie Walker, Guinness, Captain Morgan, Baileys and Smirnoff. Nick also led the Interactive and eRM capability build agenda, personally training over 300 marketers across 12 countries.Prior to Diageo, Nick worked agency-side at ‘Direct Agency of the Decade’*, Rapier, where as Account Director he led and delivered award winning CRM and Digital work on clients including The AA, HSBC and NTL. Before this, Nick experienced the dot com boom at Internet portal and search engine Excite, where, as Senior European Marketing Manager, he successfully grew the website into a top 3 portal alongside Yahoo and MSN. Nick began his career at BT, where he served as Group Media Manager and also as Senior Strategic Marketing Manager, a role where he was lead strategist on the team that launched Broadband in the UK.Nick is passionate about helping brands engage and build profitable relationships with consumers across multiple channels and he is particularly interested in how the growth of social channels is helping reinvigorate the focus and role of CRM for brand marketing. At TCF Nick leads our relationship with The Coca Cola Company where, as a consultant to the Global Interactive Marketing Team, he advises brands on Consumer Engagement, Loyalty / CRM Strategy and Data Driven Marketing.An active member of the Digital and CRM community, Nick has sat on numerous industry Boards and currently sits on the IDM Digital Advisory Council. He holds a First class honours degree in Business and Marketing from Cardiff University and the CIM Diploma in Marketing.* Campaign Magazine ‘Review of the Decade’, December 2009
Meet our Head of Technical Design, based in Bristol, UK
Jason Taylor Head of Technical Design
Jason is a customer management systems and data specialist with a rare combination of technical ability, creative flair and business understanding. The result of which is a track record in turning complex customer specifications into useable delivered solutions. Jason is also a songwriter and vocalist. While his pop career flounders, he continues to deliver consistently on development projects and thrives on the challenges which new programming languages and technologies bring.
Meet our partner organisations, based all around the world
Axxon Consulting, Argentina Francisco Nelson
Passionate about helping customers succeed. Entrepreneur and founding partner of Axxon Consulting.Francisco studied Public Accounting and Postgraduate Marketing studies, and has an APICS CPIM certification in the United States and is a Certified SCHEMATM Practitioner.At Axxon Consulting Francisco runs the CRM business consulting division, leading a team of over 50 consultants whose mission is to help customers improve their businesses and succed. He is cofounder of the Argentina Association of CRM and founder partner of the Iberoamerican Society of CRM and a professor at the leading CRM Postgraduate courses.
CM Frameworks, Australia Elaine Kirby
Elaine is the joint owner of CM Frameworks in Sydney, Australia. She has worked in Customer Management and Marketing industries for 30+ years. Her recent Customer Framework engagements include Virgin Mobile and BNZ in New Zealeand. Other projects for CM Frameworks have included: CMAT Assessment and Benchmarking for Optus; Customer Information Quality Programme for Westpac; Customer Management Strategy for Taronga Zoo.Elaine’s client-side roles have included: the development and execution of Regional Market Strategy to drive growth across the Asia Pacific including Regional Pipeline Development, Customer Potential Value Model for Amex Global Corporate Card; Development and joint execution (with markets) of Customer Information Strategy, including conducting Database Marketing country capability assessments, Global Information Quality Metrics, Customer Insight Database and Share of Wallet Model for IBM – Global.
CM Frameworks, Australia Colin Longden
Since 1982 Colin has specialised in designing and implementing customer management solutions with a recent emphasis on strategy and business case development. A combination of an IT background and database marketing experience enables him to develop innovative but pragmatic customer management solutions. Many clients, across many industries and relationship models (B2C, B2B and B2B2C), have benefited from his deep and broad understanding of the complex issues related to customer management.For over 10 years, following a number of executive director level positions with database marketing providers, Colin has successfully operated CM Frameworks – a boutique customer management consultancy in Sydney, Australia. He has worked in the information technology, marketing and customer management industries for more than 35 years. Recent and current clients include: Westpac and BT, Commonwealth Bank, Suncorp, AMP, IBM, American Express, Mercedes Benz, Hyundai, Coles Myer, Energy Australia, Macquarie Bank, OPSM, RACQ, Telstra, Optus, Elders, MBF, Taronga Zoo.
Valcon, India Abhijeet (Avi) Ranade
Avi has over 20 years of experience in developing and executing growth and operations strategy, human capital management, implementing applications and data solutions, managing IS functions, and managing the web channels for a direct insurer. Avi also delviered corporate development (strategy, mergers and divestitures) working with Price Waterhouse (Canada), PricewaterhouseCoopers (Canada and Europe), IBM Europe, Royal & SunAlliance – UK, Progeon (Infosys BPO), PwC India and now Valcon.Valcon is a management consulting company with Scandinavian roots and a global reach with offices in Denmark, Sweden, Norway, India, UK and Canada. They help organisations manage both strategic and operational challenges within growth, efficiency, innovation, globalisation, and transparency.
Primary Customer Data, UK & Middle East Paul Weston
Paul is one of the few senior consultants who can engage on the same challenge with Senior Leadership teams and with database designers and administrators. He is often involved in projects to ensure that technology or information projects are in the right shape to drive business value. He is a Customer Information strategist who believes that this area offers as much opportunity for creativity and innovation as any other are of Customer Management. He has developed many tools to help clients address challenges as diverse as Contact Centre resourcing, business case construction and risk assessment. This has made Paul the obvious person to lead the development and management of The Customer Framework’s core SCHEMA Toolset, a role he relishes and which represents a substantial proportion of his time.Paul has been consulting for more than 20 years after a marketing and product management career in the telecoms and motor industries. He has worked all over the world with multinational clients in banking, insurance, telecoms, motor and hospitality. He has been described as one of Customer Management’s ‘larger than life’ characters who relishes the challenge of winning over sceptical senior managers with a combination of unarguable logic and relentless enthusiasm.
WCL Customer Management, UK Peter Lavers
Peter is an expert in relationship marketing and customer experience management, with a particular strength in the automotive sector – having worked at Rolls-Royce and Bentley Motor Cars as an engineer in his early career, he then moved on to hold senior roles in market analysis, customer satisfaction and marketing. Peter directs the Customer Management arm of WCL, helping clients to develop new and innovative ways to find, engage and satisfy customers.WCL Customer Management works across B2C, B2B, voluntary and public sectors where Peter helps organisations to unlock significant opportunities that exist to improve the way in which you find, engage and satisfy customers in today’s multi-channel yet cost-conscious environment.
Valcon, Scandinavia, Europe Torben Hage
Torben has worked as an advisor for senior management and boards for approximately 10 years. Prior to pursuing his consulting career Torben has had 15 years of line experience from Cobham, TDC and Telenor, the last five years as a director. Torben was also founder and director of Zensys, a technology company which in 2009 was sold to US-based Sigma Design.Torben’s consulting experience covers strategy and customer management (B2B and B2C), as well as effectiveness programmes, where his experience spans across analysis, design and implementations. In his current position as a Director at Valcon, Torben is also responsible customer programmes and Knowledge management across all international Valcon offices.Torben holds a MBA from INSEAD in France and a BSc in EE with honours from DTU, Technical University of Denmark.Valcon is a management consulting company with Scandinavian roots and a global reach with offices in Denmark, Sweden, Norway, India, UK and Canada. They help organisations manage both strategic and operational challenges within growth, efficiency, innovation, globalisation, and transparency.
Touchpoint Consulting, UAE James Duthie
James became part of the extended Customer Framework team at the beginning of 2008 when he established Touchpoints Consulting & Communications. Since then he has been helping clients in the GCC, North African, Central European and Asia Pacific markets realize their Customer Management aspirations. He brings a decidedly customer-centric viewpoint to customer management and helps clients realise the potential of communications to create and manage moments of truth. He has also run innovation workshops for some of the regions larger brands and governments. His current clients include Automotive, Media, Governmental and Financial services.James is a regular speaker at client and industry events. He also has a passion for the Environment and assists clients with the development of their sustainability strategies and the integration of these with their customer and partnership strategies. Prior to establishing Touchpoints James worked for the Ogilvy Group for 17 years, most recently as the Chief Executive Officer of OgilvyOne Middle East.
Cloud 9, Australia Jeremy Hall
Jeremy is Managing Director of Cloud 9 Customer Management based in Sydney, Australia. Cloud 9 is a strategic agency focused on creating ‘Happy Customers’. These Happy Customers stay longer, spend more, cost less, refer more, share more and are less price sensitive. They drive future profits and growth.Jeremy moved to sun-drenched shores of Australia after selling Bright, a successful customer management agency based in London with clients such as Aviva, T-Mobile, TUI, Sky, Virgin, Best Western and Orange. Prior to this he was on the global board of BBDO’s digital and direct agency network Proximity as Worldwide Strategy Director. He was responsible for strategy and planning across the network of over 60 agencies. He has also been Strategic Planning Director at TequilaLondon and Bates UK. Many years ago, he started his career as a Senior Consultant at P Four Consultancy, one of the UK’s top 10 strategy houses, working with the boards of many of the UK’s leading companies.Over the years Jeremy has worked in just about every industry sector (except notably schools and zoos!). Cloud 9 is always seeking clients in the Asia Pacific region who have a passion about their customers. Who want to learn more about them. Who want to do the best by them. Who want to seek out a better way. Who want themselves and their customers to be on Cloud 9.Cloud 9 are experts in customer happiness and believe that your customers’ happiness drives the brand’s profit and growth. Using a range of personal media, Cloud 9 helps brands to improve customer journeys in order to increase loyalty and profitability. With roots in marketing and customer relationship marketing, Cloud 9 is a team of experts focusing on customer strategy, data, creative and multi-channel execution.
Customer Connect, Australia Ross Smith
Ross is the Professional Services Director for Customer Connect Australia. He has worked in a range of executive management, operational and consulting roles in both industry and IT over his thirty career. His work at Customer Connect includes business consulting, strategy, education, research, program management and customer management (CMAT™) assessment.Most recently, Ross has been lead consulting engagements for Customer Management Programs in a wide range of industry sectors including FMCG, Financial Services, Higher Education & Charitable organisations. This work has included Customer Management Assessments, customer strategy, customer value proposition development and customer experience research.
Customer Connect, Australia John Turnbull
John Turnbull is the founder and Managing Director of Customer Connect Australia. He has gained extensive expertise in Customer and Stakeholder Value Management over his thirty year career. John started his working life with hands-on roles in engineering, project management, service, sales, and marketing.Over the last 15 years, John has worked in research, education, business consulting and management. Recent projects have included stakeholder engagement and value consulting, facilitation and education with clients in the financial services, telecommunications, consumer goods and higher education sectors. John is an adjunct lecturer, executive educator and PhD researcher at Macquarie University specialising in customer and stakeholder value. John holds an Engineering degree and an MBA majoring in marketing.
Reap Consulting, South Africa Partner
REAP are Customer Management experts specialising in the development of programmes that build business health by optimising Customer Management.