About The ICD Partnership Ltd

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About The ICD Partnership Ltd

  1. 1. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 About The ICD Partnership Ltd The ICD Partnership Ltd is a highly focussed, independent, strategic customer management consultancy. We are one of the UK’s leading independent management consultancies and, as such, have positioned ourselves at the forefront of best practice research and application in the area of strategic Customer Management. Based in Scotland, we operate throughout the UK, have strong links with academia and an extended network of Customer Management partners and specialist associates around the UK allowing us to draw on particular expertise, sector specific knowledge and experience as per our clients’ requirements. We were founding members of the CRM Institute at the University of Strathclyde in Glasgow, working closely with co-founder Nikolaos Tzokas, now Dean of Marketing, at Norwich Business School, with whom we retain links. ICD supports clients through learning events that share solutions to topical customer management issues. We also have strong ties with the Chartered Institute of Marketing, assisting them to develop and support Marketing and Customer Management development programmes for their members. We have developed a number of tools and methodologies in the following areas that we can adapt appropriately to support the specific context of our clients as they develop their own relationship management strategies: HR, People & Culture Marketing Effectiveness Channel Integration (SFE) Business Performance (measurement) Customer Insight (research) Customer Management Strategy IT Systems &Data Quality HR, People & Culture Marketing Effectiveness Channel Integration (SFE) Business Performance (measurement) Customer Insight (research) Customer Management Strategy IT Systems &Data Quality
  2. 2. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 We draw on these tools and methodologies on a case by case basis, ensuring that the solutions we deliver are bespoke, fit for purpose and, most importantly, are meaningful and sustainable in the context of your organisation. Further information outlining these tools and methodologies can be found in the adjacent documentation. ICD Insight Ltd ICD Insight Ltd is a wholly owned joint venture between ICD Partnership Ltd and Scotinform, the Edinburgh based research agency. This unique combination of experience, expertise and, above all, specialist tools and methods, provides the type of insight that effectively "joins the dots", facilitating understanding, delivering clarity and allowing clients to make better decisions and implement more effective actions. For more in-depth information relating to ICD Insight, please view the Insight presentation included in our Client pack. ICD Learning & Development As associate Directors of the Chartered Institute of Marketing, ICD are able to develop and deliver CIM marketing training. In addition, we have developed a full portfolio of programmes around the key principles of good customer relationship management. Our training for sales, marketing, account managers and customer service professionals at all levels is deliberately developed with an appropriate emphasis on good customer management, customer service excellence and customer led approaches to sales and marketing. The content is designed to be both pragmatic and useful in the workplace, which means participants can return to their role and immediately apply and implement their learning. ICD supports the bespoke learning and development of clients’ staff. Training may be standalone, part of a series of workshops or part of our coaching interventions to support a customer relationship management strategy. Where required, we can utilise the ICD Behavioural Model™ to flesh out the specific behaviours, competencies and performance indicators required in a role
  3. 3. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 with customer relationship responsibilities. This method ensures that the training programme is designed specifically for you, reflects your context and customer types. We can deliver for you or train your own in-house trainers to roll out a programme within your organisation. Relevant Experience The following brief project descriptions are designed to provide an overview of the work we do and the clients with whom we have worked. We feel these have some direct relevance in terms of the process undertaken, methodology employed or because they are based in the financial services sector. For reasons of client confidentiality we have not included all client names, however we are happy to provide references for our work, if required. Customer Centricity Project with Major Life Assurance Company Customer Management Consultancy This major project involved designing and implementing a change management project involving staff at all levels in the organisation – approaching 10000 in all. This included training programmes, producing renewed staff competencies, process design etc. This programme was rolled out over a period of 2 years and has resulted in the company winning major service awards consistently for a period of 4 years. Retention Programme with Life Company Information Quality Review The company wanted to instigate a major retention programme and, as such, there was recognition of the crucial role that accurate and relevant information plays in establishing and maintaining a dialogue with customers. An initial review was undertaken to establish the gaps, duplication, errors, relationships, etc. within the data. A team assessed the current quality of customer information held on clients and recommendations were made as to how the quality could be
  4. 4. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 improved. Based on this a business case could be made for undertaking work to improve data quality and demonstrate the potential to increase the return from the existing book through an effective retention programme. Customer Relationship Management Project with Bank of Scotland Strategic Consultancy This project sought to determine how a corporate sales force could improve its relationships with customers. After conducting a sales force effectiveness audit and a number of reviews with key clients, an implementation plan was constructed involving the design of a two-year development programme and rolled out to every member of staff. Data requirements were specified, new competencies defined and an overall new way of working that resulted in increased sales and motivation for staff. Customer Relationship Management Project with major Scottish Bank Strategic Consultancy The relationship process between the Bank and the Business Banking customer was assessed. This involved researching customer preferences, analysing day to day behaviour and constructing a plan to strengthen the overall business relationship, in order to achieve increased competitive advantage. Scottish Federation of Housing Associations Customer Management Programme Design & Implementation The SFHA is the national, representative body of all housing associations in Scotland reporting to the Scottish Executive and responsible for the support, consultation process, training and development of its members. As a not for profit organisation it is required to manage its business from a combination of membership fees and revenue from income generating activities. As such it has to demonstrate value for money, while ensuring that its operations run as efficiently as possible.
  5. 5. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 The requirements and hence value that SFHA needs to deliver to its diverse membership (a range of small to medium sized businesses) is very different to when it started. A review of the organisation highlighted the need to segment the membership base and review its processes, staff structure and culture, how SFHA communicated with customers, the nature of data and information collected and the nature of value added services required to increase revenue from commercial sources. Support for a programme of business transformation is ongoing to coach key staff and support the shift towards a customer centric culture. Key Client Review with Johnson and Johnson Customer Management Consultancy A series of client relationship assessments utilising the ICD Partnership Key Client Review process made it possible to determine the current state of the relationship between key accounts (hospital trusts) and the company. The process made it possible to establish gaps in communication, service provision, supply and distribution of products and knowledge and to measure the degree of customer satisfaction that existed at that time. Analysis of the results of this and other extensive research allowed recommendations to be made on a service improvement plan. Following the review of customers, a new service model was developed to better support the customer base, segmented by value and managed accordingly. A further series of interviews were then undertaken across a number of business units paying for the centralised service, to investigate, document and develop the scope of a value proposition for them. On the strength of this research, a more pro-active and profitable outbound service centre was then built, offering defined services to “gold”, “silver” and bronze” accounts, a sales and marketing model complementary to the field sales force and, importantly, a compelling value proposition to and renewed respect from the internal customers (business units) paying for this service.
  6. 6. The ICD Partnership Limited Birklea, Perth Road, Dunblane, FK15 0EZ T: 07973 329 669 F: 01786 821 245 www.icd-partnership.co.uk Registered in Scotland: SC260287 Customer Relationship Management Audit Luxury Resort Hotel Strategic Customer Management Consultancy A full customer management audit was completed in the resort to assess the customer centricity of its staff, operations, processes and to conduct a review of the technological support in relation to the objective of delivering consistently superior customer experiences. This wide ranging project entailed a complete assessment across the business of the strategic planning process, HR function, technological systems, sales and marketing planning and implementation, internal and external communications strategy and the customer experience. A complete review of the value proposition and segmentation strategy for the resort was conducted and this resulted in development of an implementation plan to deliver a CRM strategy. The business specifications for a CRM system were established, as were the priorities for implementation including recommendations on culture change, marketing planning and practice and redesign of customer processes. Further information regarding specific case studies can be found on the enclosed disc.

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