Recent clients • 2003-2004 – change programme diagnosis, design and implementation for UK bank. Working closely with the change programme director to design and implement a critical organisation wide engagement programme to bring about behavioural change in support of new strategy and brand repositioning. • 2001-2002 – Learning and development philosophy and competency development. Worked with the Head of Training and Development and their management team to develop their learning philosophy and approach to supporting the bank through change. Designing and delivering a ‘Learning and Development Theories’ course for the Training & Development department of a bank (over 200 people). • 2001-2002 - Change management to enable rapid business growth. Worked with a small insurance company on creating the cultural conditions for growth and helping bring about structural changes. Helped the organisation through the transition following change of parent company. • 2001 – Change management in an Arab Bank. Worked with a multi-party team to develop the strategic plan for a new direct banking service, and led the change management and cultural change strand of the project, setting up an internal team of change agents to continue the project through implementation. • 1999-2001 – Worldwide Organisational Transformation Programme. Diagnosis, design and implementation of a customer focused transformation programme that encompasses the world-wide operations of an international insurance group. The scope of the programme included; organisational re-structuring, culture and people development, sales channel improvement, systems and business process development, service quality improvement and the implementation of CRM strategies. This has involved the design and delivery of a CRM Implementation Manual. Subsequent change management workshops have addressed departmental definition and inter-relationship, management development, team building and CRM strategy tailoring. • 1999 – Contact centre vision and strategy development. Developing the vision and strategy for a UK bank’s direct mortgage division, working with the management team as well as all levels within the call centre operations. Creating a virtual call centre from four disparate operations and identifying strategies for increasing productivity by more than 50%. Merchants clients • Customer database strategy for major building society: new segmentation and targeting strategy increased customer lifetime values and profitability • Customer relationship management strategy and design of new customer facing teams for major UK bank: increased the productivity of sales people and reduced cost of appointment generation • Customer management strategy design and implementation planning for Insurance company: programme increased the productivity of sales people and reduced the cost of appointment generation at the same time as retaining customers and helping double income • Customer relationship management strategy review for International Private Medical Insurer • Designed and managed telemarketing campaign to sell mortgages for major UK bank: the banks most successful direct marketing campaign ever • Facilitated customer services vision and strategy for new credit card brand: introduced new service values and strategic framework for a new telephone based operation • Market analysis and launch marketing for major UK bank's merchant card services : won major market share in record time at low cost through the use of databases and direct marketing • Marketing department review and re-design for treasury department of major UK bank: created a market focused structure that is growing the banks income • Marketing direction for new direct insurance company setting up in UK : developed marketing strategy and use of geo-demographic systems to halve cost of lead generation • Organisational re-engineering for International products division of major UK bank: increased efficiency and customer focus
Recent clients • 2004-2005 – Market facing strategy for IT hardware and services vendor. Working closely with a client team to develop a business growth strategy encompassing markets, customers, channels, customer management and market facing operations. Merchants clients • Business growth strategy development and implementation for enterprise software supplier; organisational re-structuring, new channels and new marketing technology, techniques and operations • Business growth and channel strategy development for a Personal Computer manufacturer: identified how market share growth could be achieved through a broader base of channels across their European operations and modelled the 5 year return on investment scenario • Business growth strategy development, leading into marketing and channel strategy for data communications supplier: new strategy implemented • Channel strategy and international sector marketing strategy for Japanese owned PC manufacturer : helped implement an information based direct marketing approach that resulted in increased market share • Customer relationship management strategy for mobile communications supplier: continued increase in market share • Customer service benchmarking for mobile communications supplier: used to establish new customer services call centre operation • Customer services improvement planning for mobile communications supplier: reduced costs by 20% and improved quality through changes within systems, processes, people and structure • Design of blue print for a new direct operations and call centre strategy for Europe covering marketing, sales and customer services activities, for a major IT vendor : common infra-structure and best practice implemented across previously disparate country operations • Design of new direct selling call centre operation for mobile communications supplier: became largest single new customer channel, with customer acquisition team outperforming conversion targets by 100% • Direct channel call centre operations assessment/benchmarking and development of operational modelling tools across Europe for major IT vendor: successful integrated direct marketing campaigns • Designed major VAR marketing support programme for hardware vendor, involving on-line database access, marketing training and business consultancy support : delivered business generation capability to a whole network of VARs • Marketing training and cultural change programme for major IT vendor : transformed the group's understanding and application of marketing • New product channel strategy review for semi-conductor manufacturer: new strategy implemented • New product marketing infra-structure design for systems software supplier: increased speed to market for new products. We reviewed the direct and indirect channel framework for their software products. We helped them to define channel strategy for Europe and form new partnerships for penetration into non major accounts • Positioning and promotional strategy developed for mid range systems of major IT vendor : created a customer focused approach to promotion that helped them become market leader
Recent clients • 2005-2006 – research into the impact of networked learning in education. Engaged with the Networked Learning Communities (NLCs) programme over a one year period and provided different perspectives on the impact of networked learning. Published “The networked Learning change agenda for Local Authorities.” • 2005-2006 – Commercial and organisational due diligence. On behalf of a private equity company preparing to invest in the administrative services sector. Investigated marketing, customers, channels and customer service, as well as operational contact centre operations and organisational and cultural issues. • 2005 – research, facilitation and advice to identify future strategy. Working with the leadership team of a specialist unit within the DfES to identify emerging challenges within the education system and options for how they adapt to meet them. On-going advice on how new commercial approaches to leadership, learning and change could be of value within an educational context. • 2003-2004 – approach and skills development for business advisers. Reviewing the developmental needs of business advisors working within a ‘Business Link’ and providing a range of skills development programmes to help them become more client-centred and consultative. • 2003 – Design of research phase for management development programme. Working with the Management Development Manager to design the research and development phase of a major Management development Programme using Appreciative Inquiry. Training and supporting the research facilitators team. • 2002-2003 – management and consultant development for an OD/Training consultancy. Designing and running a course in consulting and facilitation skills, perspectives and principles for a team of 15 consultants and facilitating the management team to work with the whole company to develop their consulting approach. • 2001-2002 – Cultural change in a charity organisation. Evolving the culture and developing organisational infrastructure, leadership and management skills for a charity tourist centre. Coaching and supporting the founder in developing management and succession strategies. • 1999-2000 – Strategy review and change facilitation. Leading a strategic review for the Pan-European call centre operation of a major car manufacturer, by guiding internal specialists and the call centre management team. Key issues included competitiveness, service design, internal customer relationships, structure, access and resource strategy, service quality, customer learning systems, internal communication, culture, change and organisational development. The strategy initiation process involved facilitating team building workshops at senior and middle management levels. The review was part of a broader programme that resulted in productivity increases of more than 40%. Merchants clients • Customer communications strategy review for Train Operating Company: increased productivity and management capability • Developed channel and communications model and entry strategy for Gas Supplier entering the deregulated domestic market • One stop shop customer service strategy and implementation planning for Water Company: blue print for new customer interface • Business modelling, business case analysis, customer management strategy development, change strategy and facilitation for mail services supplier: set up a new customer management call centre operation supported by new database and tele-business systems, has led to doubling of revenues and profits through direct communication with customers • Direct marketing approach and training programme for dealer network of car supplier : new philosophy and techniques introduced throughout France, using databases and direct marketing • Facilitated the vision for a World-wide Customer Database and Customer Management Strategy for an International Express Delivery Company. Subsequently developed the top level business requirements document for new systems, working with over thirty managers in eight countries. • Marketing and sales strategy, database development/building, direct marketing IT systems and call centre operations development for breakdown service company: set up systems across three locations on-line to central database server, halved the cost of lead generation from direct mail and doubled the volume of appointments set
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