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The Customer Framework (TCF) specialises in helping large organisations deliver profitable business growth by transforming their data-driven Marketing organisation and capabilities to take advantage of an ‘always-on’, super-connected world. We are a technology agnostic consultancy.


What Do We Do?

Build organisations and capabilities required to deliver profitable customer experience.

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Why Are We Relevant?

Revolution not evolution in the way organisations, and customers engage.

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So How Do We Do It?

Winning hearts and minds and delivering value, quickly.

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What Are The Benefits?

Better acquisition, retention, value development and/or lower costs.

Learn more

Why Are We Unique?

Our people, our IP, and the way we work.

Learn more

Who Do We Do It For?

Large and complex organisations all around the world.

Learn more

Get in touch

Get in touch


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SCHEMA RESEARCH
RESULTS

Data and IT in Customer Management 2016- 2020 Research

One of the world’s largest studies contains detailed responses from 300 large organisations across the world about their ambitions for the use of data and IT in engaging customers, where they are now, and the major barriers they face.
Fascinating insights.

For a copy of the report on your sector, please email us.




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What do we do?

PuzzleTCFBuild capabilities required to deliver profitable customer experience.

The Customer Framework (TCF) specialises in helping large organisations deliver profitable business growth.  We do this by transforming their data-driven marketing capabilities to take advantage of an ‘always-on’, super-connected, data rich world.  As a technology and agency agnostic consultancy, TCF’s transformational expertise, assessment and benchmarking, roadmaps and delivery services are the key to our clients unlocking profitable growth across the customer lifecycle, from data-driven media to the design and delivery of a consistent and personalised customer experience. From a London HQ, we operate all over the world using highly experienced and engaging consultants and unique, world leading IP.   more...

Why are we relevant?

Revolution not evolution in the way organisations, and customers engage.

The marketing world is changing beyond all recognition…delivering an efficient and effective experience in a data rich, connected, ‘always-on’ world is now critical for a business to deliver sustained incremental profitability.  Business models are being constantly redefined by digital in most sectors (e.g. Amazon in retail, Uber in transport, Airbnb in leisure, Netflix in media, Zappos in retail, Metro Bank in banking).  In every sector, a greater choice of 'me too' products and a convergence in pricing (increased global competition, online aggregators and use of search) mean that brands are differentiated largely through delivering relevant, personal experiences to customers, consistently, across media, channels and time.  An alignment of an organisation’s ‘business system’ of data, technology, policy, people and process is the only way these experiences can be delivered effectively and efficiently, at scale. TCF help large organisations achieve this alignment, rapidly.  more...

So how do we do it?

RoundelNoShadowWinning hearts and minds and delivering value.

TCF’s respected SCHEMA assessment and benchmarking approach, used with leading organisations and brands across the world, helps define and prioritise the critical capabilities that a business must address to win, keep and develop customers and consumers profitably.  Those capabilities may be scattered across the whole SCHEMA model, or focused on one area like ‘Data’ or ‘Channels, Media and Content’.  TCF own probably the biggest benchmark base in the world of customer or consumer engagement best practice which helps clients rapidly achieve success.  Our consulting process is laser focused, robust, innovative and replicable across business units.    more...

What are the benefits?

Better acquisition, retention, value development and/or lower costs.

money

Using the TCF approach, you’ll have a clear, independent view of where you are now, market by market.  You’ll have an aligned senior team, clear on where they want to get to and the implications of this.  You’ll have an indicative financial value of getting there which will help steer investment and prioritise management attention.  You’ll have a practical, transformational roadmap with the immediate priorities highlighted and a team of highly engaged stakeholders to drive the delivery of the plan.  You’ll have identified best practices where they exist in your organisation and be able to scale them across the organisation.  TCF and their partners can also help you manage any ‘pilot’ or ‘proof of concept’ project to test and learn before fully committing investment. Interested?   more...

Why are we unique?

Our people, our IP, and the relationships we make.

Our people
Our people are highly experienced digital, data, customer management practitioners and thought leaders from a diverse range of industries, focused on helping large organisations engage customers, profitably.  more...

Our IP
SCHEMA, is a unique, powerful, integrated set of tools which enable our consultants and partners to rapidly complete the diagnosis phase essential to identifying the real issues and requirements. The SCHEMA benchmark base is probably the largest of its type anywhere in the world, is full of benchmarks from large organisations from all sectors across the world.   more...

Our relationships
We pride ourselves on the strengths of our client relationships, as shown by these testimonials.  more...

Who Do We Do It For?

Large and complex organisations all around the world.

More about our clients...