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 to ensure commercial success.
Our consultants are intelligent and great communicators; they’re intuitive and practical rather than theory oriented; they are all trained in agile and lean techniques; they learn fast and are self-motivated, are totally client focused and good team players. Several of these points differentiate us from the big consultancies.
We have over 120 qualified consultants based all over the world who can help deliver projects.
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.