big digital advisory services - customer-centric digital consulting
DESCRIPTION
This presentation highlights aspects of Firestrings unique consulting methodology to successfully help organizations shift towards a customer-centric positioning. The methodology addresses all factors integral to the process including digitisation, governance, strategic and technology alignment and organisational maturity. For more information, contact us at [email protected]TRANSCRIPT
BIG DIGITAL: THE JOURNEY
TOWARDS CUSTOMER-CENTRICITY
WHY?
For a business to succeed:
It must have a customer with a need.It must be able to satisfy that customer’s need.
Raise market awareness, acquire customers, service, delight and retain those customers.
Back-Office
Front-Office
Walk Your Talk
Align and Integrate
A product-centric company focuses on one product at a time and tries to sell that product to as many customers as possible.
A customer-centric company focuses on one customer at a time and tries to sell that customer as many products as possible.
Organisational Maturity
BIG DIGITAL CASE STUDY
PROJECT GOALS
Big Digital: Identify digitisation opportunities to advance the organisation towards it’s strategic objectives
People, Process & Technologies
1. Smart City Vision: a Technologically Competent Institution with Enhanced Service Efficiencies and Productivity
2. Build a Learning and Growing High Performance Organisation
3. A Financially Viable & Sustainable Organisation
4. Provide Seamless Customer Experiences
5. Conduct Effective Customer & Stakeholder Management
Diagnostic Toolset
• Workshops• Interviews• Audits• Surveys• Analytics - Owned & External Big Data• Local & Global Benchmarking• Trends Analysis
Prescription without diagnosis is malpractice
Information Gathering: Workshops, Interviews,
Analytics - Owned & External Big Data, Surveys,
Local & Global Benchmarking
Analysis
Insights & Recommendations
WORKSHOPS & INTERVIEWS
ANALYTICS & DATA-DRIVEN INSIGHTS
STRATEGY MATRIX: Visual, Interactive Leave-BehindBrings Strategy Into FocusCascades Strategy into and Specific Actions (KPIs)
• Single customer view• Seamless customer experience• Ecosystem integration• Intelligent/predictive cross selling• Enhanced acquisition
• Fragmented customer view• Duplication/cost inefficiencies• Fragmented ecosystem• High retention costs• Low conversion rates
FRONT-ENDCUSTOMER CENTRIC
TOUCHPOINTS
BACK-ENDINFRASTRUCTURE/APPLICATIONS/
OPERATIONS
DATA
SYSTEMSINTEGRATION
DESIGN/USABILITY
D AT A
DATA
CON
TENT
CON
TEN
T
EXTERNAL STAKEHOLDERS• Customers• Prospects• Suppliers
INTERNAL STAKEHOLDERS• Executives• Staff• Contractors
AlignmentNon-Alignment
GOVERNANCE
CONTENT
FIRESTRING
INSIGHTS, RECOMMENDATIONS & ROAD MAP
