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

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

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

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

Our Services | Matching your needs

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 methodology How do I ensure operations apply and follow
ELVIS through on my strategy?
Vision & Strategy
We can help with
Why ?
is can will
Customer lifecycle 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,
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

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 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
Cultural Mapping
Example of the Naive to Natural model, helping to determine
what needs to be done to correct your CE programme. CE Training
Individual action plan
Change…

4C discipline | Insight
The difficulty is often to transform data in
information and knowledge
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?
Data
Quality
Who do I need to target?
How do I capture a higher share of wallet?
4C ‘insight’ service building blocks How do I use data to manage the business?
We can help with
Define the right roadmap
Enhance Data Quality
Bring together the right data
Visualize Performance
Detect the right opportunities
Give insight in your customer data
Using our infrastructure
4C Example of dashboard application

4C disciplines | Operational & Emotional Excellence
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
Sales to serve optimization
IT implementation
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption

4C disciplines | Change management, coaching, training
We help customers through selection and
tackle questions such as:
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 follow up the
implementation performance.

4C disciplines | Project & Portfolio Management
We help customers through selection 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 look
DIRECTION
like?
Strategic alignm ent
How does this fit within current IT landscape?
Enterprise architecture
Which tool will provide the best ROI?
Perform ance m easurem ent
How can I make people use the solution?
MAKING CHOICES
Process (re)-engineering
Portfolio management
Process design
Business case development
Lead to sales optimization
REALISING BENEFITS
Sales to serve optimization
Program management
Project and change management
IT implementation
ALIGNING PROCESSES
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption

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
Sales to serve optimization
4C Implementation methodology
IT implementation
CRM tool selection
CRM tool implementation
CRM tool optimization
CRM tool user adoption

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.

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. Connecting marketing, sales &
customer care with senior management
and IT
4. Independent consultant for 10 years
5. Experienced crew, passionate about
marketing, sales & customer care
6. Value based pricing model
7. Satisfied & loyal customers: 100
customers, more than 420 projects