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The Customer Framework (TCF) shows large organisations exactly how to increase profit by helping them engage with customers more effectively to increase the four ‘customer drivers’ of profit – winning new customers (revenue acquisition); keeping customers longer (revenue protection); developing customer value (revenue development); and managing costs (cost optimisation).
To support our work we are investing significantly in a powerful customer knowledge base and in the development of effective tools to design and implement customer strategies.
TCF’s Knowledge Base is at the centre of everything we do. Enriched by in-house and external research and client contributions, content includes organisational benchmarks, specific key performance indicators (KPIs), ‘best in class’ examples of great practices and trusted third party research. For TCF and their partners’ clients, being able to draw on proven experience from every industry sector minimises risk, stimulates cross sector learning and delivers a ‘real-world’ practicality.
The SCHEMA Toolset of integrated modules, deployed by trained practitioners, helps identify, quantify and model potential customer strategies. It benchmarks the organisation’s current capability in managing customers and compares it to the desired capabilities defined by the strategies. A practical, prioritised plan is the result.
Our Expert Resource of highly experienced Practitioners provides expertise and bandwidth to ensure that potential benefits are realised in-full and on-time. Using 'fast-start' 100 day programmes with a light-touch approach, they engage the whole organization and achieve significant returns within weeks; rapidly building trust and momentum in the change and transferring knowledge back into the organisation.
Supplementing the SCHEMA Toolset is a portfolio of Replicable Approaches. Created to address common client challenges, codified methodologies support and save client’s time and money ensuring learning from others is used to de-risk development.
For clients wanting a fundamental review of customer strategy, our Directors and Senior Consultants are widely acknowledged and published experts with vast experience and a real enthusiasm for their subject. They stimulate thought and challenge established beliefs at senior leadership levels; opening the door to radical new approaches and the significant financial returns these offer.