SCHEMA Toolset

The Customer Framework (TCF) SCHEMA Toolset is used by trained practitioners to support an organisation in building their own FRAMEWORK FOR CUSTOMER CENTRICITY or CONSUMER CENTRICITY. This is defined by TCF as being not just a way of dealing with customers and consumers but primarily a business system and way of managing many elements of the organisation.

There are two distinct versions of the SCHEMA Toolset:

SCHEMA Customer is for organisations that have access to their customers and information about them, either directly or via their channels and partners.

SCHEMA Consumer for organisations that have no access directly to their consumers who are the customers or their customers, typically in Consumer Goods markets.

Both the SCHEMA Customer and SCHEMA Consumer toolset and approach comprise a structured methodology and set of integrated software modules that:

• Build an objective and quantitative clarity about the organisation’s current capability to manage their Customer or Consumer P&L
• Benchmark this capability in detail against other relevant organisations
• Create an aligned and challenging, but still realistic, definition of the desired state of customer or consumer centricity required
• Model a realistic scale of financial benefit that can be achieved
• Identify the priority improvement areas taking all the above into account
• Drive a consistency of focus and approach across multiple business units

Paul Weston introduces SCHEMA and it's 3 modules (video).

SCHEMA: partner views