ROADMAP TO CUSTOMER-CENTRIC GROWTH

Our projects follow a clear blueprint for customer-centric growth

emnos has developed a well-defined methodology for delivering customer-centric growth in a structured and pragmatic way. As our clients are in different stages of their customer centricity journey we are flexible and take short-cuts or go into more detail where required.

We typically start with a short Assessment Phase: Together with our clients we assess their readiness and ability for customer-centric change. We use external best-practice benchmarks as well as client data to validate whether the data is 'fit for purpose' and to size the commercial prize available.

Once the potential has been validated, a series of customer segmentations help prioritize opportunities and the future value potential of target customers. We convert this insight into a plan to align customer, segment, channel and category strategies to these opportunities.

We then work with our clients to turn strategies into effective day-to-day category optimisation, store management and customer communication. A "segmentation activation plan" creates the roadmap through which organisation alignment will be delivered. It covers

Awareness: the engagement of all potential stakeholders through the segmentation development phase and at launch
Engagement: an approach to embedding the segmentation with key stakeholders, to ensure it is adopted within business planning and key processes
Rollout: an overview of how activation and delivery against plan will be tracked and a requirements specification for supporting tools

Finally, we help to align suppliers to the CCR agenda through collaborative insights and targeted media sharing. By harmonizing their efforts retailers and suppliers can create even more customer value.