La Dove Associates -- CRM/Customer Care Consulting Overview


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The deck represents a sample of work product from a selection of projects. Of course the real value of our consulting services are the decisions we help to inform.

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  • For a client that wanted to leverage VOC…but to what end… Depending on what means you’re trying to achieve …a different infrastructure is required to support the different possible benefits. For example…if they wanted to measure and manage to retention…they would need to be able to establish means to measure and predict attrition …which requires differt data a specific analytical tools an d processes
  • La Dove Associates -- CRM/Customer Care Consulting Overview

    1. 1. Helping You Earn Customer Loyalty Strategic and Tactical Consulting Services Brett LaDove
    2. 3. Leveraged Experience
    3. 4. Testimonials <ul><li>“ Brett is one of the most innovative and insightful professionals I've encountered in my 25+ year career. Brett is one of those rare individuals who can balance both tactical execution with the long term, strategic view. He is the consummate collaborative leader and inspired high performance from all of his team members. He carries my highest recommendation.” </li></ul><ul><ul><li>Bob Knowles, Vice President Customer Relations, Levi Strauss & Co. </li></ul></ul><ul><li>“ Brett brings to his clients a high level of service and value. His deep knowledge of his business allows him to quickly diagnose the situation and deliver appropriate, actionable solutions.” </li></ul><ul><ul><li>Jud Barr, Director Operations, Game Ready Inc. </li></ul></ul><ul><li>“ Working with Brett taught me as much about my own management style as the business project at hand.” </li></ul><ul><ul><li>Sheila Sullivan, Director Consumer Relations, Coty Inc. </li></ul></ul><ul><li>“ Brett does a superb job of combining sophisticated strategic thinking, disciplined project management and compassionate people management skills. It's a rare and powerful combination.” </li></ul><ul><ul><li>Tom Asher, Director Consumer Relations, Levi Strauss & Co. </li></ul></ul><ul><li>“… the best facilitator with whom I've worked.” </li></ul><ul><ul><li>Patty Rock, Chairperson, Big Brothers Big Sisters NorthBay/CAO Fenwick & West LLP </li></ul></ul>
    4. 5. Consulting Principals <ul><li>A key part of a successful engagement is a clear articulation of the problems, opportunities, and solutions. </li></ul><ul><li>Plan your work….work your plan. </li></ul><ul><li>Business challenges are holistically people, process and technology oriented …solutions should be too. </li></ul><ul><li>Effective Customer Relationship Management is the bi-product of disciplined coordination between Marketing, Sales, and Service. </li></ul>w w w . l a d o v e a s s o c i a t e s . c o m 4 1 5 . 7 7 6 . 0 6 1 3 &quot;Making the simple complex is easy. Making the complex simple, awesomely simple, now THAT is genius.&quot; - Charles Mingus
    5. 6. Work-Product Portfolio The following portion of this presentation deck contains samples of work product developed for various clients. w w w . l a d o v e a s s o c i a t e s . c o m 4 1 5 . 7 7 6 . 0 6 1 3
    6. 7. Featured Consulting Examples <ul><li>Planning Process </li></ul><ul><li>Defining Objectives </li></ul><ul><li>Key Performance Indicators & Metrics </li></ul><ul><li>Prioritizing Strategies </li></ul><ul><li>Articulating the Plan </li></ul><ul><li>Business Case Support: Call Center Efficiency & Effectiveness Tracking </li></ul><ul><li>Business Case Support: Investing for Efficiency & Effectiveness </li></ul><ul><li>Information/Systems Architecture </li></ul><ul><li>Customer Support Infrastructure Strategy </li></ul><ul><li>Outsourced Vendor Selection </li></ul><ul><li>Technology Rollout Strategy </li></ul><ul><li>Technology Selection Methodology </li></ul><ul><li>Customer Satisfaction Research </li></ul><ul><li>Social Media </li></ul>Yellow ‘sticky notes’ on subsequent pages will highlight the intent of the specific work- product example. Of course, these are just slides, and it is the decisions that we help to inform, and the results that are achieved that are the real value of a successful consulting engagement.
    7. 8. Planning Process <ul><li>Assess opportunities </li></ul><ul><li>Gain or solidify commitment and resources </li></ul><ul><li>Keep the focus </li></ul><ul><li>Communicate and integrate plans into organization </li></ul>An opportunity driven process lends to favorable ROI solutions
    8. 9. Defining Objectives Example : Voice-of-the-Customer This example illustrates a framework for the various elements of a Voice-of-the-Customer initiative. What you are trying to achieve will determine what you will need to analyze. Your analytic goals will help determine how you need to manage the data, which in-turn will help you define what data you will need to capture. Net/net…. Opportunity drives objectives…drives strategy…drives plan. <ul><li>Example : Planning Process </li></ul><ul><li>This example illustrates a planning process and the relevant deliverables whereby: </li></ul><ul><li>We defined a vision </li></ul><ul><li>Performed a current state and opportunity analysis. </li></ul><ul><li>Mapped the current state evaluation and opportunity analysis into the plan. </li></ul>
    9. 10. Key Performance Indicators & Metrics Example: A metrics table is an important extension of S-M-A-R-T objectives. S-M-A-R-T = Specific, Measurable, Actionable, Realistic, Time-bound .
    10. 11. Prioritizing Strategies Example: This decision tree analysis helped a client to define and analyze several strategy scenarios. Each scenario defined a specific set of business benefits and the respective functional capabilities required to achieve them. A cost benefit analysis was then conducted on each scenario.
    11. 12. Articulating the Plan Example: A clearly articulated plan needs to be communicated at several levels of detail and specificity. The roadmap summary is a quick snapshot for laying out the key dimensions of a plan over time. More specific information (and disciplined management) is required to effectively execute the plan. Project Plans High Level Architecture Plans Process Maps <ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul><ul><li>Erbum ebum ebum,Flala trala tralla </li></ul>Benefits <ul><li>Banker call coding and verbatims (10%-100% rollout) </li></ul><ul><li>Inbound Email text (100%) </li></ul><ul><li>Addition of web ‘feedback’ (100%) </li></ul><ul><li>Feed VOC data into C2T data for attrition modeling </li></ul><ul><li>Inferred Emails contact type from response (40+%) </li></ul><ul><li>Survey </li></ul>Data <ul><li>Integration of VOC data/models with personalization engine </li></ul><ul><li>Automated maintenance of call coding taxonomy </li></ul><ul><li>Automated follow-up to VOC customers regarding issue resolution </li></ul><ul><li>Automated daily or weekly data feeds </li></ul><ul><li>Automated classification -- SAS text mining tools </li></ul><ul><li>Automated alerts and reports on VOC data (thresholds, activity by topic) </li></ul><ul><li>Web-based query of VOC data by </li></ul><ul><li>Manual ‘retroactive’ call coding </li></ul><ul><li>Batch processing </li></ul><ul><li>Manual </li></ul>Technology <ul><ul><li>$XXX,000,000 </li></ul></ul><ul><ul><li>$xxx,000,000 </li></ul></ul>$xxx,xxxx Cost Fla la la la la. Gortes tarmum flaij Fla la la la la. Gortes tarmum flaij Fla la la la la. Gortes tarmum flaij Ipsum actito ornow Description Phase 2 2006 Phase 1 plus: Phase 1 2005 current state plus: Current State Systems VOC Attrition Modeling VOC Platform Attrition Model Development VOC Data Management Term Cleansing Document Clustering Extract, Transform, Load ECIC WebHouse Repartee Maritz Surveys VOC Reporting Threshold Alerting Personalization Engine WEB WiB Finance Marketing ISG OCS                     VOC Datamart New Term & Cluster Reports Standard Reporting Ad-Hoc Business Query Attrition Scoring C2T Alerts and Reports 2 3 4 5 6 Management VOC Administrator VOC Analyst OCS Banker VOC Modeler Attrition Flags 7 1 2 3 4 5 6 7 Daily VOC Data Sourcing Text Mining to Classify Documents Alerts and Reports on Top VOC Issues Simple Business Query Tool Predictive Modeling of C2T and VOC Data Daily Scoring of Attrition Models Limited Data Transferred between C2T and VOC Champ (Investmts) Access Events?? 1
    12. 13. Business Case Support: Call Center Efficiency & Effectiveness Tracking Example: This example was a part of a business case that illustrated the clients track record of effective and efficient management, and helped secure the requisite investment.
    13. 14. Business Case Support: Investing for Efficiency & Effectiveness Example: Mature Customer Service functions operate effectively and efficiently. Achieving efficiency and effectiveness both take investment -- but investments in different areas. This illustration was used to help convince a client that they need to invest in their already effective customer service group if they ever hoped to achieve efficiency….you can’t starve a function to efficiency.
    14. 15. Information/Systems Architecture Example: A clear understanding of the interconnectedness of multiple systems and information sources is an important part of planning and prioritization for business and systems management alike.
    15. 16. Customer Support Infrastructure Strategy Example: Part of a Customer Support Strategy, these diagrams illustrate the current and recommended platforms. Current Recommended
    16. 17. Outsourced Vendor Selection <ul><li>Methodology </li></ul><ul><ul><li>Focused on linking requirements to capabilities and cost </li></ul></ul><ul><ul><li>Clear vendor directive on proposal format </li></ul></ul><ul><ul><li>Pre-planning to make proposal analysis more straight forward and less cumbersome. </li></ul></ul><ul><li>The key to analyzing the data is in getting the right information!! </li></ul><ul><li>Example: Customer Service Outsourcing </li></ul><ul><li>Capture client assumptions in one worksheet, </li></ul><ul><li>Vendor pricing on another, </li></ul><ul><li>Progressive Sheets roll-up client and vendor info to calculate what it costs to mange YOUR Business! </li></ul><ul><li>Thereby: </li></ul><ul><li>Selecting the most appropriate vendors for the right reasons </li></ul><ul><li>Supporting negotiations </li></ul><ul><li>Limiting delays and budget overruns </li></ul><ul><li>Setting foundation for disciplined vendor management </li></ul>
    17. 18. Technology Rollout Strategy Example: Defining a technology vision by staging phases and setting expectations. Have a long term vision and plan, and diligently execute against it.
    18. 19. Technology Selection Methodology LaDove Associates Proprietary Technology Selection Methodology and Utility helps companies make ‘eyes wide open’ technology decisions by graphically plotting how your long list of vendors meet your requirements. (broken down and analyzed by: priority, stakeholder, and functional group)
    19. 20. Customer Satisfaction Research Objective Setting & Plan We work with you to determine your goals, and establish metrics for success. Survey Design & Execution We set up and send out branded on-line surveys to your customers. Expert Analysis & Reporting We analyze your data and provide you with actionable information with which to manage your business. <ul><li>Customer Satisfaction is one dimension by which to measure your customer focus effectiveness. </li></ul><ul><li>Sat. Research Applications: </li></ul><ul><li>Measure and Track progress </li></ul><ul><li>Inform strategic planning </li></ul>
    20. 21. Social Media Social media is the new viral marketing. Create something of interest and value, and your prospects will pass it on. Create something that your prospects can contribute to, and it will grow exponentially. Here are two sites we’ve created.
    21. 22. About Us
    22. 23. Brett LaDove Principle 4 1 5 . 7 7 6 . 0 6 1 3 [email_address] View Brett's Profile On:   <ul><ul><li>Having been an employee, a business owner, a board member, and a consultant to large, medium and small organizations. Brett can draw from a wide range of experiences to support a given client's needs. </li></ul></ul><ul><ul><li>With a passion for innovation, Brett brings a unique blend of left brain / right brain disciplines to bear on his work. He can establish a creative vision, articulate it clearly, and execute it deftly with great attention to detail. </li></ul></ul><ul><ul><li>Brett has been a consitent leader of organizational change, and possesses deep experience in each of the people, process, and technology aspects of business. </li></ul></ul>
    23. 24. Brett LaDove 4 1 5 . 7 7 6 . 0 6 1 3 [email_address] w w w . l a d o v e a s s o c i a t e s . c o m View My Profile On: