» Customer Rapid Assessment
The Customer Rapid Assessment service assesses an organization’s customer-facing function and identifies opportunities for measurable improvement in value, effectiveness, efficiency and quality of services delivered.
Value Proposition
- Opportunity to leverage MCPA BAS skills and experience
- Unbiased and objective review
- Obtain MCPA insights from across both the industry and the market
» Customer Transformation
- Customer transformation is a broad-based service designed to address change and performance improvement across the client’s customer functions.
- If an earlier assessment has already identified specific areas for improvement, then any one or more of the components of the Customer Transformation highlighted below might be in scope:
- Customer intelligence and economics
- Sales and channel management
Value Proposition
- Opportunity to leverage MCPA BAS skills and experience
- Unbiased and objective review
- Ability to introduce insights from across the industry and across the market through engaging MCPA professionals
» Customer Experience Improvement
MCPA assists clients in:
- Conducting a diagnostic review of their current performance of the customer experience utilizing MCPA’s Customer Excellence Maturity Model.
- Developing a future state model of the customer experience and the perception the customer will have of the client.
- Identifying gaps between the current and future states and providing recommendations for initiatives to bridge those gaps.
- Designing and implementing the agreed to initiatives.
- The engagement, as defined by project scope, is completed on a one-time basis, and the work products produced are not related to financial statement disclosures. The scope of the engagement may also include providing assistance with the vendor selection process.
Value Proposition
MCPA’s end-to-end approach starting with understanding both the drivers of customer behavior and the required organizational responses assists clients to develop approaches to improve customer experience.
» Customer and Market Segmentation
MCPA assists clients in:
- Develop an understanding of customers across relevant dimensions and an approach to customer and market segmentation. (e.g., customer needs attitudes, behavior, value and strength of relationship.)
- Design the customer and market segmentation and confirm its usability so that it can be operationalized effectively. (e.g., customers are accurately assigned to segments.)
- Align customer value propositions to customer segments needs and value.
- Align and leverage business capabilities to the segments and their customer value propositions to improve financial performance
- Implement and deploy the improvements.
- The scope of the engagement may also include providing assistance with the vendor selection process
Value Proposition
MCPA assembles a multi-disciplinary team with deep knowledge of customer segmentation in the client’s industry. MCPA utilizes proprietary tools that have been developed and tested to support our client’s segmentation projects.
» Customer Service Effectiveness
MCPA assists clients to identify and design the appropriate approach, target organization model and supporting processes for an effective and efficient approach to customer service.
Value Proposition
MCPA provides proven approaches and techniques to rapidly deliver a set of business capabilities centered on customer service.