Services
Willing to offer your customers a seamless customer journey that meets their expectations and your value proposition? Or you maybe have identified specific moments in your customer relationship that you want to reenchant or automate?
I offer a structured and personalised approach, based on methods developed and proven in my previous experience. My services aim at helping you to upgrade your customers experience, strengthen your internal client culture, and evolve your technologies and processes to fit your ambitions.
I work hand in hand with you on the areas of your choice:
- 360° customer experience and vision
- Marketing – and Sales – excellence
- Operational efficiency
CUSTOMER EXPERIENCE AND VISION
- Assessment of your customer relationship and gap analysis between the current state and the desired future state
- Detailed mapping of your customers experience – and emotions – and journeys
- Re-enchantment plans for « moments that matter »
- Audit, design and implementation of customer satisfaction measure and processes
- Mapping, design and implementation of processes and internal alignment of your teams for a multi-channel experience
- Scoping CRM projects, and more broadly for the selection of any of your customer experience tools (Customer Centre, Website, Webinar platform, Selfcare, content platform, training, chatbots, etc.)
- Implementation and support for the use and development of your CRM technologies
- Framing and evolution of the integrations between your CRM, marketing automation and other customer relationship tools
And other specific projects, just ask me!
MARKETING EXCELLENCE
- Maturity analysis of your marketing strategies and processes
- Audit, implementation, optimisation and migration of your marketing automation platforms
- Design and execution of marketing programs and engagement paths
- Operational support for the creation of your campaigns, your acquisition and loyalty tracks
- Management/support for your marketing data management projects (segmentation, personalisation, cleansing, etc.)
- Consulting for modelling and implementing integrated performance monitoring and support in tracking the marketing contribution to the business
- Lead management and alignment of your marketing teams with your sales and other customer support functions
- Implementation and execution of your Account Based Experience strategy
And other specific projects, just ask me !
Operational Effectiveness
- Assessment of colleagues experience and journeys, processes and/or technology usage oriented
- Development, execution and monitoring of change and adoption plans (from communication, organisation, culture, training, medium- to long-term support perspective)
- Audit of your teams’ practices and recommendations for streamlining usage and improving internal satisfaction
- Mapping of current processes, design of future processes, gap analysis and impacts management plans
- Implementation of dedicated governance, comitology, and internal agreements as part of your customer experience projects
- Creation of internal communities and initiatives to encourage and support long-term buy-in
- Development and design of continuous learning solutions to facilitate your employees’ skills development
- Inventory and sizing of your teams’ activities to facilitate your organizational choices
- Support, training, coaching and buy-in workshops
And other specific projects, just ask me!
They trusted me !
I have collected on LinkedIn testimonials from some of the exceptional people I have worked with and for in recent years. They talk about our collaboration and the results we’ve achieved together.