Martin Chitty, Head of Service Companies

To serve the needs of today’s digital savvy, business-to-business customers, an integrated customer centric approach is essential.

Charteris define Customer Centricity as “the alignment of systems, processes and people to deliver products and services to internal and external customers in the most agile way”. Our solutions go further still. Using the unique Customer Centric framework we help our service company clients understand the four key enablers that guide and shape the way services companies win and retain more customers.

These four enablers, and the benefits they can deliver for service organisations, are:

• Metrics: Turn data intelligence into profitable customers
• Processes: Drive efficiency and customer focus into all operations
• Experience: Make your customers feel welcomed, wanted, remembered and cared for
• Channels: Create a single view of the customer to deliver a unified brand experience across multiple channels.

A compelling service offer is no longer enough – harnessing the power of your whole organisation through its alignment with your customers is key to driving revenue growth and higher margins.

For further information contact Martin on 44 (0)20 7600 9199, or

Key Issues

• Accelerating sales - improving the ROI of your sales and marketing activities »
  Sales improvement with measurable ROI requires an optimised process and easy access to critical information on a variety of devices. Are your people enabled?
• Business performance improvement for companies with a high reliance on IT »
  A high reliance on IT can mean high risk for your business, or it can mean the potential to improve performance and better serve customers
• Being customer centric – and increasing market share through improved service »
  Multiple channels, highly segmented demographic groups and fickle behaviour make it imperative to have a strategy that gets you closer to your customers