Customer Strategy

Adapting to today’s sophisticated customer is challenging. Customers want simplicity, value for money and a seamless, responsive experience.

However, enterprises are complex and fragmented, with multiple customer touchpoints. They tend to be organised around legacy functional silos and are constrained by a high cost to sell, serve and change. To stay ahead of informed buyers and disruptive competitors, businesses need to fundamentally reorganise around the customer, resetting the organisational strategy and operating model to meet elevated customer expectations.

To stay ahead of informed buyers and disruptive competitors, businesses need to fundamentally reorganise around the customer, resetting the organisational strategy and operating model to meet elevated customer expectations. 

How do leading enterprises reorganise around today's customer?

Develop Opportunity-Based Segmentation

Differentiate high, mid and lower-value customers, customising the value proposition, product offer and go-to-market approach for each segment

Prioritise Channels Based on Value

Line up marketing, sales and service channels based on customer value, maximising resource effectiveness and minimising cost

Self-Fund the Transition Through Resource Alignment

Take a disciplined approach to optimising the mix of direct sales, digital channels and inside sales to the most valuable customers

Customise Offerings to High-Value Segments

Adjust product strategy with bespoke offerings for high-value customers and mass customisation, at scale, for lower-value customers

Align CX, Content & Campaigns to Customer Journey

Deliver a customer experience at a level of sophistication that matches the needs of the buyer and customer journey

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Our Client Testimonials

  •  Christine Yates, Executive General Manager, National Australia Bank Private Wealth - NAB
    • Christine Yates, Executive General Manager, National Australia Bank Private Wealth - NAB

    "We engaged Blackdot to run a detailed sales effectiveness diagnostic project leveraging their full suite of benchmarking surveys and consulting services. The robust and comprehensive diagnostic culminated in a 2 day intensive 'vital few' workshop with 40 of our most senior leaders. The outcomes were impressive..."

  •  Julia Taylor, VP, Corporate Strategy and Global Communications - Moneygram
    • Julia Taylor, VP, Corporate Strategy and Global Communications - Moneygram

    "We asked Blackdot to develop MoneyGram’s company-wide Demand Creation and Value Proposition sales toolkit. This initiative was a key enabler for our corporate growth strategy. Blackdot brought strong sales experience and thought leadership to help clarify our value proposition for large corporate tender processes and pro-active pitches."

  • Greg Nash, Group Chief Executive Officer/Manager Director - PICA
    • Greg Nash, Group Chief Executive Officer/Manager Director - PICA

    "We needed intelligent, agile and deep expertise to lead our executive team through a strategic rebuild framework whilst remaining commercially practical with our decisions. Blackdot not only led our team and solution with professional guile, they improved our knowlege and helped us prioritise..."

  • James McKew, Group Sales & Marketing Director  (Australia & New Zealand) - SMC
    • James McKew, Group Sales & Marketing Director (Australia & New Zealand) - SMC

    "Through their understanding of ‘what good looks like’, Blackdot’s consulting team designed a content strategy that focused on uplifting our content, establishing online channels, elevating our digital profile and creating demand. This provided us with a clear roadmap for confident content execution."

Any Questions?

Our friendly team would love to talk you through our customer strategy solutions