We start off every engagement with the question that is central to idealised design
What would you do if you could do anything you wanted? What would your business and its systems look like if you had no constraints?
For most clients and their teams, if they are unable to answer this question accurately (without constraints), you can be dead certain they will not be able to answer and implement it with the constraints of reality.
The inability to recognise the systems and interdependencies at play within a business (containing both people
and technology) as a whole can create world of problems. Marketing, Sales, and Service are interrelated, nested systems, each having a systemic influence on each other, and the whole.
If a part of the puzzle is missing, it undermines the winnability of the game. As a boutique marketing, sales, and service implementation practice, we look for solutions and low hanging fruit where small changes can produce big results – but the areas of highest leverage are often the least obvious.
In order to prepare better use cases that fit the client’s situation better, every engagement begins with a multidisciplinary GAP audit to ensure implementation strategy will be Fit for Purpose.
To a greater or lesser extent, depending on the client’s need and budget, the GAP assessment spans the following spheres.
1) Value offering (Value concept development, feature and function prioritisation, gamification, customer feedback innovation, competitive intelligence and research)
2) Sales (Forecasting, lead management, quote management, pipeline management, cross/up selling)
3) Customer experience (Service blueprinting, crucial episode analysis, offering delivery, interaction management, queue management, service broadcasting)
4) Retention and re-sell (trigger analysis, loyalty program, win-back campaigns designs, customer involvement)
5) Targeting and marketing (micro-segmentation, journey modelling, scoring and targeting, campaign management, pricing, promotion and win/loss analysis)
- Ensures your options aren’t narrowed prematurely
- Prepares the complete brief and scope of work in a format that ensures that there is no uncertain interpretation by any downstream contracted parties.
- Doesn’t force the client to commit to any approach prematurely, and weighs the consequences of a certain approach before building the approach into the brief.
- Quality briefing leaves less room for fudging by downstream parties (especially during contracting) and helps contractors to make accurate estimates rather than work from incomplete information.
- Stops early mistakes from having a negative snowball effect on the rest of your project.
- Enables you to get a strong second opinion, even when you’ve traditionally used another service provider on previous projects.
- It cuts down on waste and redundancy, and consequently saves vast amounts of time and money during the lifetime of the project.
- Helps the professional team produce far more realistic and accurate project cost estimates, and to do so far more quickly.
- Helps speed up the start of a development project signicantly.
- Ensures that the Project Program conforms with the client’s budget and project requirements to avoid supply shocks.
- Makes the most of the client’s current business case, staff, and systems.
- Quality briefing attracts the most reputable contractors and professional partners to a project.
- Ensures the end result conforms precisely with the cli- ent’s envisioned business case.
- Ensures that important technical considerations are considered and incorporated from the start.
- Introduces new options and approaches to the project at the outset that the client might not have considered if not for the early input of the consulting team.
- Ensures that the ultimate functionality of the finished project goes up and the lifetime cost of the asset goes down.