Which customers are worth serving the way you serve them?
Customer mandates for European industrials. We have found €15m of cost-to-serve optimisation hiding in a segmentation model, analysed 30,000 orders to explain a service problem, and diagnosed why a customer portal was not being used.
What customer mandates taught us
SEGMENTATION IS A COST-TO-SERVE DECISION, NOT A MARKETING ONE
- Most segmentation models describe customers. Useful ones price them.
- One rebuild found €15m of cost-to-serve potential.
PORTAL ADOPTION FAILS ON RELEVANCE, NOT ON DESIGN
- Every unused customer portal we have seen was perfectly usable.
- Five challenge areas opened a 600-customer rollout.
WE MEASURE BEFORE WE REDESIGN
- CX work goes wrong when it starts from a workshop, not the data.
- We analysed 30,000 orders first, and the answer changed.
Where the weeks actually go
Bar widths are to scale. Every customer mandate runs the same eight to ten weeks.
Scope
Agree which customers, which journey and what a better answer would change.
Question signed offField
Order data pulled apart and customers interviewed. Half the sprint is spent in the evidence, not the workshop.
30,000+ orders analysed on one mandateHand over
The segmentation, the model behind it and the people trained to run it.
Model handed over, yours to runTwo hours of your team’s time a week. No workshop marathon.
Questions we have answered
Which customers cost us more to serve than they pay us?
Why is the portal we built not being used?
Where does the service problem actually start?
Which segments should we price differently, and by how much?
What would it take to roll this out to 600 customers?
Are we redesigning from data, or from opinion?
Which of the three is happening to you?
Pick the one that sounds like your building. It shows what that mandate returned, and where to read it.
A segmentation model rebuilt around what each customer actually costs to serve, rather than what industry they sit in.
Redesigning Customer Segmentation to Optimize Service →What customer mandates add up to
Quick reads
Customer experience work we have published. Segmentation, service processes, portals and the commercial handover.
Redesigning Customer Segmentation to Optimize Service
Read it →
Accelerating Customer Portal Adoption and Alignment
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Optimizing Customer Service Processes for FoodCo
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Driving Faster Sales Through CRM Alignment
Read it →
Streamlining Sales to Boost Predictable Aftersales Income
Read it →
Streamlining Internal Communication Across Global Divisions
Read it →
Defining Product Value Proposition
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Unlocking Aftermarket Growth Through Proactive Account Management
Read it →
Accelerating Biomedicals Commercial Growth Strategy
Read it →Proof
Numbers from customer mandates. Every one is a client’s result, not our claim.
€15m cost-to-serve optimisation potential
Customer segmentation redesigned at a €3B chemical company. Six need-based segments derived and 30% service inefficiency reduction identified.
Read the case →
600-customer rollout opportunity
Customer portal adoption diagnosed at a €5B machinery company. Five critical challenge areas identified and 15% expected gain in communication efficiency.
Read the case →
30,000+ orders analysed
Customer service processes redesigned at a €7B food and beverage company, with 30% manual work reduction potential identified from the transaction data rather than from a workshop.
Read the case →
What customer-facing clients said
Which of these three is happening to you?
The segmentation that describes instead of prices, the portal nobody opens, or the service problem everyone has a theory about. Eight to ten weeks, one senior analyst and two juniors, and the model is yours at the end.
Talk to us →