Project scoping

Once the decision has been made, the temptation is to jump straight to realising increased customer centricity. Because there’s so much to do! But that’s exactly why it’s wise not to jump in head first. We recommend a rational start-up by scoping the project, just as you would for any other business-critical activity.

What has value for both your customers and your company?

Scoping a project basically means defining where you want to be and how to get there. For any organisation, there’s no end to how customer centric you can go, so what’s realistic for you? As soon as you know, you can start planning and prioritising your efforts. What has value for your customers? And does that hold value for your company, too?

A reliable plan for profitable customer centricity

Loyalty Group’s real-world experience means that we can help you find the answers to these questions. We do that through one or more scoping projects with relevant stakeholders from your company. The scoping project will give you insights into:

• The revenue potential of increased customer centricity and customer loyalty
• The main phases and touchpoints in the customer journey
• Your overall need for customer insight going forward
• The structure for gathering, processing and reporting customer insights
• Satisfaction and loyalty among a sample of your customers
• The ideal process flows towards increased customer centricity

After a workshop, we compile insights and recommendations in a report, which will be your management tool on the way to profitable customer centricity.