Boosting your customer value
The strategy, the insights & the results
gy, g

Our Mission | Boosting your customer value
4C Consulting
helps companies
win, keep and grow
value
Customer
customer
Company
…and aims at
Value Creation for ALL
consistently delivering
the desired customer experience
in a cost efficient way
2

Our position | Caring for Marketing, Sales & Service
We partner with our customers in value creation.
We do this by improving value creation from the customer facing processes
within the company
3

Our Business | The strategy, the insights and the results
WHAT?
Building on our expertise to ask
the right questions, to analyse
Value creation
and to recommend, we design
& delivery
and implement practical solutions
HOW?
Quality Approach Results We go for pragmatic, impactful
quick wins monitor and iterate to
wins,
drive long term transformations
home.
Focus gives People with Experience provide
expertise Experience Credibility
knowledge skills References
method passion
WHY?
Over the last 10 years, we have
built knowledge and expertise
across 3 main di i li
i disciplines f
from
Strategy, Insights though to
implementation
4

Our Services | Matching your needs
5

4C disciplines | Strategy
4C can win customers some valuable
time putting the puzzle together
How do I translate my vision in an
effective servicing strategy?
How do I capitalize further on existing
capabilities?
How do I measure impact?
How do I best exploit the opportunity in
the market place?
Example of strategic application - using proprietary How do I ensure operations apply and
methodology ELVIS follow through on my strategy?
We can help with
Vision & Strategy
Why ?
is can will
Customer lifecycle management
management,
Environment Strengths Objectives
retention program,
Competition Weakness Direction
Readiness
customer value management,
Tactics
What ?
Channel and contact strategies,
identify differentiate interact customize
change management,
management
Existing customers Value Multi-channel Modularization
Potential customers Needs Multi-media Customization
communication programs …
Ex-customers Willingness Pro/Re-active Personalisation
Operations
How ?
processes people systems
6

4C disciplines | Customer Experience
4C can help customers solving
following issues related to customer
experience
How good or bad is your current
customer experience?
What customer experience do you want
to deliver?
What needs to be done to create/
correct your CE p g
y programme?
What will get your people to deliver a
deliberate CE?
We can help with
Customer mirror
Customer Research
Best Practice Tours
N2N Model
Experience Mapping
Moment Mapping
Example of the Naive to Natural model, helping to determine
what needs to be done to correct your CE programme. Cultural Mapping
CE Training
Individual action plan
Change…
7

4C discipline | Insight
The difficulty is often to transform data
in information and knowledge g
Infrastructure
How do I structure my data to make the
best of it? Is my data reliable?
Assess Coaching
Leverage
What’s my ROI on marketing investments?
Who is a good customer?
g
Data
Quality
Who do I need to target?
How do I capture a higher share of wallet?
How do I use data to manage the
4C ‘insight’ service building blocks
business?
We can help with
Define the right roadmap
Enhance Data Quality y
Bring together the right data
Visualize Performance
Detect the right opportunities
g y
Give insight in your customer data
Using our infrastructure
4C Example of dashboard application
8

4C disciplines | Operational & Emotional Excellence
We help customers through selection
g
and tackle questions such as:
What are the next steps based on current
maturity level? What is the scope?
How does an implementation roadmap
look like?
How does this fit within current IT
landscape?
Which tool will provide the best ROI?
How can I make people use the solution?
k l h l
Process (re)-engineering
Process design
Lead to sales optimization
Sales to serve optimization
IT implementation
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption
p
9

4C disciplines | Change management, coaching, training
We help customers through selection
and tackle questions such as:
q
Where is your organisation today?
Where should your organisation aim for?
How does an implementation roadmap
look like?
How can you use existing and new HR
tools to assure the continuation of the
project?
Which management style is the most
apropriate?
Which training or coaching do your people
need?
How can we follow up the change?
We help with:
YourWorkWeb, an E2E implementation project tool
Developing E2E change implementation
processes that allow implementation of
your business objectives and 4C related
business projects.
We offer YourWorkWeb as an integrative
tool to monitor, steer and f ll
l i d follow up the
h
implementation performance.
10

4C disciplines | Project & Portfolio Management
We help customers through selection
g
and tackle questions such as:
What are the next steps based on current
maturity level? What is the scope?
SETTING How does an implementation roadmap
DIRECTION
look like?
Strategic alignment
How does this fit within current IT
Enterprise architecture landscape?
Performance measurement
Which tool will provide the best ROI?
How can I make people use the solution?
k l h l
MAKING CHOICES
Portfolio management
Process (re)-engineering
Business case development
Process design
REALISING BENEFITS Lead to sales optimization
Program management Sales to serve optimization
Project and change management
IT implementation
ALIGNING PROCESSES
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption
p
11

4C disciplines | Implementation
We help customers through selection
and tackle questions such as:
What are the next steps based on current
maturity level? What is the scope?
How does an implementation roadmap
look like?
How does this fit within current IT
landscape?
Which tool will provide the best ROI?
How can I make people use the solution?
Process (re)-engineering
Process design
Lead to sales optimization
p
Sales to serve optimization
4C Implementation methodology
IT implementation
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption
12

4C approach | The 4C’s
C1 – We go for Consistency -
approaching your business
holistically
C2 – We create Connections -
acting as an interface between your
strategic and operational people
C3 – We proceed step by step,
building on success… Crescendo
C4- Collaboration is the best way
to ensure your people learn from
the process as well as the content.
content
13

Our Customers | Over 100 enduring relationships
14

Why 4C Consulting | 7 compelling reasons
1. 100% focus on customer value
management
2. Result-oriented project approach
3.
3 Connecting marketing sales &
marketing,
customer care with senior
management and IT
4.
4 Independent consultant for 10
years
5. Experienced crew, passionate about
marketing, sales & customer care
ki l
6. Value based pricing model
7. Satisfied loyal customers: 100
7 S i fi d & l l
customers, more than 420 projects
15