Spire Research
and Consulting
Customer Value
Co-Creation
Consulting

1
Spire Research and Consulting

The leading research-based consultancy in emerging markets

We were founded in the year 200...
Why Spire?

Our competitive advantages

An in-depth and
broad view of
the market ecosystem and how
decision makers
and inf...
Research and Consulting Solutions
Customer Value Co-Creation Consulting
Recognizing the Pareto principle, most
business-to...
Research and Consulting Solutions
Customer Value Co-Creation Consulting

Spire’s customer value co-creation process involv...
Research and Consulting Solutions
Customer Value Co-Creation Consulting
New value innovations that may emerge
from this co...
Research and Consulting Solutions
Customer Value Co-Creation Consulting
Customer Value Co-creation Consulting

Customer’s ...
For more information, please contact us at
info@spireresearch.com or visit www.spireresearch.com

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131227_Services_Customer Value Co-Creation Consulting

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131227_Services_Customer Value Co-Creation Consulting

  1. 1. Spire Research and Consulting Customer Value Co-Creation Consulting 1
  2. 2. Spire Research and Consulting The leading research-based consultancy in emerging markets We were founded in the year 2000. We have 100 employees in ten full-service offices. We serve Global Fortune 1000 firms, governments and other leading organizations. Our opinions frequently appear in print, television and radio media. We provide a broad spectrum of research and consulting solutions for market growth and entry. 2
  3. 3. Why Spire? Our competitive advantages An in-depth and broad view of the market ecosystem and how decision makers and influencers behave within it. Solutions that include relevant facts and practical advice on how to get best market results from least effort. 3
  4. 4. Research and Consulting Solutions Customer Value Co-Creation Consulting Recognizing the Pareto principle, most business-to-business vendors have processes in place for Key Account Management. But few have engaged their key accounts to co-create new sources of value. Through customer value co-creation, Spire’s consulting team works with clients to identify potential key accounts (both captive and non-captive), define their strategic needs as well as the client’s own strategic capabilities, benchmark best practices and recommend approaches that would unlock new value streams for both the client and its customers. 4
  5. 5. Research and Consulting Solutions Customer Value Co-Creation Consulting Spire’s customer value co-creation process involves the following steps: Customer population research to identify key customers making out-sized contributions to the industry profit pool, whether captive or otherwise Consulting to enable the client to implement the recommendations. This may involve new product development, organizational changes or training for front-line staff In-depth interviews within the client’s organization to demarcate the organization’s capability and skill-set for developing new value propositions to its customers In-depth interviews with decision-makers, decision-influencers and end-users within key customer accounts to understand current solutions being purchased, pain points as well as known unmet needs Ethnographic research within key customer accounts to identify unknown unmet needs Workshops involving Spire consultants and client executives, to review the recommendations and brainstorm next steps Gap analysis within the Spire team to develop recommendations for new offerings to customers that would enable both the client and its customers to create new, viable and profitable revenue streams Industry best practice benchmarking to understand innovative value propositions being offered to customers in functional areas of interest, both inside and outside of the client’s industry 5
  6. 6. Research and Consulting Solutions Customer Value Co-Creation Consulting New value innovations that may emerge from this consulting work stream may include: Developing new product concepts Interfacing client-customer CRM systems to enable better sales forecasting and more effective fulfilment Training service staff to upsell novel benefits to customers during interactions; and Introducing organizational changes to enhance the competitiveness of Big Deal tender procedures requiring special internal approvals 6
  7. 7. Research and Consulting Solutions Customer Value Co-Creation Consulting Customer Value Co-creation Consulting Customer’s potential future purchases of new solutions based on unmet needs Capability set of Spire’s client in developing new value propositions Customer’s current purchasing footprint Spire will define potential for customer value co-creation 7
  8. 8. For more information, please contact us at info@spireresearch.com or visit www.spireresearch.com 8

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