Macro-framing of customer relations 2025 and customer advisor tools
Context
Faced with changing behaviors and expectations in terms of customer relations and experience, and at a time when its tools are ill-adapted, our customer wants to launch a transformation program over several years to adapt to these new requirements, starting with a vision of the customer and then the advisor's needs.
Objective
VERTONE was asked to help define target customer experiences for 2025, and the customer advisor tools required to deliver them.
VERTONE contribution
- Carry out a diagnosis of the existing situation: map out possible customer paths at each stage of the customer relationship understand customer expectations by exploiting studies, benchmark experiences in other sectors and conduct complementary interviews.
- Design target customer experiences to be delivered by 2025: design sprints with field and head office staff
- Test customer journey concepts: conduct interviews with customers and prospects
- Design models of the tools needed by the sales network to deliver target customer experiences, improve sales efficiency and customer knowledge: remote co-construction workshops with field staff (using the Miro collaborative tool).
- Produce the project decision file (strategic intent, tool models, business plan) for Group management bodies, with the aim of validating the associated IT budget.
To find out more, contact our team
