Electronics Distributor identifies high growth opportunities through customer feedback

The initial brief was to design and run a customer feedback programme to replace one that yielded no actionable insights.

Using best practice design methods and an email based customer feedback management system, we identified low spending customers who would switch more of their spending to this firm if they made contact at the right time and delivered on promises.

By comparing past revenue performance with future buying intentions a target list of customers was generated and a highly focused sales campaign generated great returns. No advertising spend was involved. The annual cost of the programme was approximately £10k but the yield was over £200,000.

Regional firm of accountants learns what being customer centric means for client retention & development

This regional firm of accountants lost one of its key clients after 20 years which left a big hole to fill.

Following an analysis of current practices and organisation as well as use of client information, it became clear that the firm needed to completely change its philosophy and approach to clients. There was nothing fundamentally wrong with their CRM system.

We ran a Customer Centricity Workshop with the management team leading to changes in strategy and processes. This resulted in better focus of existing resources and expertise and lower costs to clients for commodity services with improved margins to the firm. Senior partners then had much more time to add greater and broader value to their key clients.

Morale also improved among more junior colleagues who now had greater responsibility.

Software and Services company reaps rewards with a fresh look at adding value to customers

Growth had stalled at the Credit Solutions Unit of AMS Inc a software and services organisation head-quartered in Virginia USA.

The Senior Vice President and former IBM colleague of Jeremy Cox asked him to devise and deliver a strategic review programme to help the solution owners find new opportunities for profitable growth. Following a detailed 6 week review a set of strategic imperatives were identified and a business case for change submitted to the board. Each of the solutions were optimised to make them more compelling to target customers in financial services and government. The Go-to-Market approach was also enhanced to extend reach beyond US shores and into new countries.

A year later the Credit Solutions Unit reported the highest growth in the firm.

“Jeremy has magnificent knowledge of market management and is a great facilitator to move a team to a more effective customer market strategy.”

Ross Magee Snr VP   Top qualities: Personable, Expert, Good Value

 

Microsoft taps in to our CRM expertise

When Microsoft launched Microsoft Dynamics CRM it needed to broaden and deepen the skills of its reseller channel. Customer Marketing International at the time led by Jay Curry a well known thought leader was hired to deliver EMEA wide education to resellers in time for the launch.

The Wisdom Network was brought in by Arjen Wenzel MD of CMI to provide coaching support for the UK and Netherlands. Follwoing the initial launch success, Microsoft commissioned CMI to devise a rolling programme of CRM coaching. Jeremy Cox was given the task of devising and delivering the programme in the UK and Netherlands. It proved to be tremendously successful and eventually was extended to Sweden.

This is what the programme manager in Microsoft Netherlands had to say:

“Jeremy knows the "CRM arena" as no other, is a gifted and passionate speaker on the subject of CRM and is a pleasure to work with at helping service organisations to better understand the market for CRM and be more successful at selling CRM solutions.”

Top qualities: Great Results, Expert, High Integrity

“Very knowledgeable in his area, and a pleasure to work with. I highly recommend Jeremy to bring your CRM capabilities to the next level.” 

Onno Bloemers Project Manager, Customer Marketing International

 

Design Agency steps up a gear to win major contracts and develop deeper relationships with its clients

At first sight everything seemed to be working exceptionally well at this design agency in the North West. Its founder and MD had built a coveted client list and was never shy at using technology to enhance the firm's services including the use of Microsoft's latest e-commerce software.

The founder however kept an open mind and Jeremy Cox MD and lead CRM consultant of The Wisdom Network identified enhancements to the current engagement processes which would close the loop with the client following every major contract completion.

This resulted in greater client satisfaction as well as provided the opportunity to identify new work.

 

North West Development Agency hires The Wisdom Network to give CRM Masterclass to growing businesses

The Wisdom Network was selected by NWDA to design and deliver a CRM masterclass to 30 of the fastest growing businesses in the North West.

The remit was to challenge the thinking of these successful entrepreneurs and help many of them overcome growing pains. The MD of one such company which had won awards for its growth from the accountancy firm Ernst & Young recognised that a new customer acquisition strategy was needed, to reduce the attrition rate . Profits had tumbled as the firm lacked disciplines to reduce costs of delivery and maintain margins. Several firms took advantage of subsidised consulting rates to fine tune their CRM strategies and processes.

“Jeremy is an insightful sales & marketing trainer & consultant. I found him to be professional and driven to beat deadlines and expectations. I would not hesitate to recommend his work.”

Top qualities: Great Results, Expert, Creative

Mike Dean Programme Director North West Development Agency

 

International Travel firm closes the loop with B2B clients to drive continuous improvement in the customer experience

The President Asia Pacific region of this well known global travel company wanted to get his finger on the pulse of customer reaction from initial booking through to completion of their travel itinerary. Using best-in-class techniques and real-time multi-channel customer feedback with advanced analytics, the firm was able to pinpoint areas for improvement. Any issues that surfaced with a particular customer could also be addressed immediately. The lessons learned enabled the firm to improve its performance rapidly fostering customer loaylty as a result.

'' Everyone is talking about it here, it's like a new religion and we are winning follow on business from customer recommendations! '' Global Programme Director

 

 

 

IT Company optimises its electronic channels to drive profitable sales and increase customer satisfaction

As Principal Consultant CRM at KPMG, jeremy led the business requirements definition and subsequent project roll-out across EMEA, Central Europe & Russia for Hewlett Packard. The core technology had been decided upon but there were no common processes defined to manage the diverse lead generation, fulfillment and delivery activities globally. HP also had a diverse set of offerings from ink cartridges to complex solutions.

Based on insights gained tackling similar challenges at IBM, Jeremy worked closely with product managers, sales directors, and technology teams including Oracle, to develop the processes that were then enabled by technology. These processes have stood the test of time and were cited by Peppers & Rogers Group as best-in-class.

“Jeremy is very creative, insightful a great team and consensus builder. He clearly differentiates himself from the regular business consultant and did provide a major improvement in the closed loop marketing approach for the biggest IT company in the world.”

Top qualities: Great Results, Personable, Creative

Martin Uetz HP Programme Director

 

BT gains insights to CRM to launch InsightExec a CRM advisory web portal for business

As Principal Consultant CRM at KPMG Consulting, Jeremy devised the content strategy for a new business advisory portal offered by BT.

“We have worked ith Jeremy Cox as an advisory partner to InsightExec for some time. He is an acknowledged advisor and thought leader on the subject of Customer Management. He comes with my recommendation for anyone considering CRM change or strategy.” Tony Rice Director InsightExec