Customer Experience Strategy and Touch-points Management

The contracting global economy, advances in technology, the proliferation in the number of interaction channels, and the increasingly well-informed and mobile consumer base are altering the means, modes, and manner in which consumers engage with brands and companies. Our professionals assist clients to go through the customer experience transformation journey that requires delicate step changes. We help clients in identifying critical touch-points and customer expectations beyond the transaction phase as a key to design an unparalleled unique customer experience.

Sales and Distribution Channels Management

We utilise our featured channel statement model to redefine how companies want their customers -current or potential- to think about and interact with their sales channels relative to competitors. Through this model we help companies to develop and implement tailored blue prints that will help to achieve the highest efficiency and performance. Through real life extensive experience, our experts have identified a set of key elements driving channel performance and we work with companies to develop solutions that will enhance performance through these levers.

Product/Service Strategy Design and Execution

To cope with ever-changing customers whom looking for attributes other than product range and differed payment options, companies are faced with many major challenges and forced to revisit their product portfolios. askbmm helps companies to identify segments that are and potentially receptive to particular features/services/product categories and to decide where to focus based on the company’s capabilities. askbmm served many clients to improve product lifecycle, expand or optimise their product portfolio to achieve greater and optimised outcomes.

Pricing

In many occasions, companies tend to be destroying the long-term value while making the short-term numbers through pricing strategies. askbmm experts help in exploiting the company’s potential through strategic pricing approach whereby we revisit and redefine the pricing structure, price value performance and pricing policy. Hence, we develop pricing strategies to address the pricing pressures our clients face and run effective frameworks that can deal with price elasticity.

Loyalty and CRM

Increasingly, consumers expect their loyalty not be rewarded through a “program” but as integral part of a holistic customer experience. We help companies to go beyond the paralyses of news letters-focused CRM’s and help them design and implement programs about empowering advocates rather than capturing prisoners. Thus, we help in designing methods, techniques and technologies that companies should use and utilise and will ensure enrolment and achieve value.

Corporate Strategy Design and Activation

Strategy, is the key element for companies to define the problems they are attempting to address, the customers they wish to serve, the framework within they will act and the approach they intend to use to achieve their goals. That’s why we put great effort into developing and activating the optimal strategy whereby companies and/or their individual divisions can serve their current and future markets while optimising cost factors.

Institutionalisation & Family Constitution

Only 30% of family businesses survive into the second generation. Hence, companies often fall short in utilising and implementing their resources and tools to capture the future. Mainly, due to ingrained centralisation, unmanaged decentralisation or simply due to the lack of proper succession planning that leads to complete paralyses of an institute. Our professionals help founders and their institutes to draft the values and principals to conduct the family business and deploy the necessary processes, decision support tools and preformats evaluation mechanisms that will assure the proper model for a company to survive.

Operation, G&A and COGS Efficiency

Companies are struggling to balance between increasing price pressures, shareholders hunger for higher returns and maintaining their ability to grow. Our experts employ rigorous methodology and utilise their extensive expertise to identify possible improvement areas, develop practical solutions suitable for the client’s capabilities and to implement plausible initiatives that allows them to gain substantial advantage in the marketplace. We also focus on prioritising initiatives into waves to assure highest impact out of the optimum efforts expended.

Business and Operational Modelling, Process Restructuring

No strategy works without financial plans, proper models in place, tools and technologies to enable business processes. We assist clients in navigating the complex web of inter company relationships, customer engagement and stakeholder impacts and provide clarity about these interactions over the lifecycle. Then we embark on tailoring a set of solutions that ensures processes alignment with the company’s capabilities and objectives that results in measurable and material impact to the business.

Customer Service and After Sales Management

Customers are getting more accustomed to sophisticated, fast-changing technology environments and their expectations are escalating. They have grown to expect instant, painless service and unfettered access to resources and information. Building a solid customer service foundation is not an easy task. Organizations must not only identify the best technologies for their businesses but must also employ effective processes accompanied with change management strategies to align their people with customer relationship goals. Our team assists clients to build an integrated customer care operations that will encourage customer to provide insights and allows the companies to interfere before the issues arise.

Merges & Acquisitions

We assist companies by offering a way to grow when there is hunger to outperform the market or when they feel organic growth options are limited. Courting acquisition targets or locating a compatible buyer is time consuming and delicate matter that needs to be handled through a robust process to maximize value. Our experienced team specialises in guiding middle and small market companies through neatly prepared and delicately handled acquisition or divestiture processes.

Commercial and Operational Due Diligence

Investors would want to understand if the management plan is plausible and how does it impact the company value; and they often need this job to be completed within few weeks. This is where our experts step in to deliver an objective opinion of the management plan, how much confidence it manifests and what risks it incorporates. Our rigorous due diligence methodology allows us to analyse and validate financial plans, operational models and strategies put forward, making it easier for our clients to structure and negotiate a favourable deal.

Strategic Market Due Diligence, Market Review

Growth through access to new customers and geographic markets as well as discovering untapped adjacent market are the main reasons to search for interesting new opportunities. An important aspect of our service is based on supporting companies to identify suitable markets and assess the opportunities. We deploy a proven methodology that balances between extensive researches – identify all available sources – and well conducted process that will reflect a most-likely market entry case, and provide an indication of confidence in the case helpful for assessing its risks.

Post Merger Integration

Our team has a first hand experience in life after the day when deals are announced. Times where management is keen to have everyday operations run smoothly, while mitigating risk of merger, multiple visions across operations and supporting units need to be consolidated and aligned, processes need to be optimised and growth needs to flawlessly continue; and all come with the difficulties of integrating companies across markets, regions or countries. Our expert team helps companies identify risk, plan the change management roadmaps and ensure adroit implementation.

Every team member has the opportunity to work closely with Principals and Partners during engagement and in the office while preparing to new frontiers. This provides a perfect platform to develop core experience skills faster than one would expect at one of the larger firms.

askbmm Consulting is an organisation that believes strongly in having a healthy work-life balance and thus offers very sociable working environment, energised to empower which is rare in top-level strategy consulting firms.

But this means we work better.

We don’t believe in organisational pyramids and assure that our colleagues won’t get lost in the crowd. We keep project teams small while our generalist approach open a window for them to work in a variety of industries. And before they know it, we give our consultants the opportunity to play a visible role in major projects and interact directly with top executives of leading companies that gives them exposure.

our goal isn’t only to hire exceptional people, but to have them stay with us, and lead the company in the future.

Regardless whether you are a fresh graduate, and MBA candidate or an executive with professional track record, you could be in our family tomorrow.

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