Consulting

We use workshops a lot. They allow people to buy-in, collaborate, build teams, facilitate change, create plans (and just about anything else we can think of). Mark's approach is to define/describe the optimal outcomes of the workshop, then collaboratively design the flow of activities in the workshop to reach those outcomes. Preparation is the key to a successful workshop. Talk to Mark about your workshop.

Many organisations today are keen to understand the level of advocacy they have from their customers or stakeholders. Your net promoter score is the percentage of promoters you have over detractors. A NPS survey produces far more information than a net promoter score. Mark is a Net Promoter Certified Associate and has implemented NPS into both B2B and B2C contexts. He goes beyond the score to coach businesses on how to turn this key piece of performance measurement into actionable, focused change, that gets results. Maybe you want to implement NPS or review your existing NPS program to see if you are getting the most out of it..? Talk to Mark about your NPS.

Implementing a CRM system or trying to get more out of the one you have, you really need to consider how the three types of CRM (Strategic, Operational and Analytic) apply to your context, your customers and the results you are seeking. Getting a CRM running in your business is not the hard part. The challenge is in realising the change and benefits from your project. Mark has worked with these systems since implementing CRM at Suncorp in the early 2000's. The key is to clearly define your outcomes you want, then the processes that will deliver these results and prioritise your approach to the system, essentially a roadmap over time. This allows the business to adopt the change as you go.

Establishing a performance measurement and management framework can sometimes be complex and tricky. In addition to delivering the PuMP workshops, Mark has extensive experience supporting leaders and teams in the implementation of PuMP and Evidence Based Leadership. These engagements can be just a few days of focused effort to get you started, other times you might need a bit more support, or perhaps some guidance on how to create a community of practice within your organisation.

Sales Leaders are often time poor and frustrated, not the optimal mindset to work on the sales function. Often, good sales people are promoted into the Sales Leader role and then have to figure out how to make that transition. Using The Wheel of Leading Sales Teams as a starting point we can use a systematic approach to find balance and alignment across the nine functions. Consulting engagements can be conducting reviews to prioritise what areas to address first, or a mentoring role with the sales leaders, either way the outcome is to progress towards more profitable sales.

Whether you are trying to develop a full-blown organisation-wide customer centric transformation, or something a bit more on point, Mark's experience and deep understanding of building a customer centric business can help. Consulting engagements range from developing customer strategies and transformation blueprints to facilitating workshops to develop value propositions for chosen customer groups. Sometimes it can be a review of what you are currently doing to ensure your resources are aligned so you can maximise your results. Why your business needs a customer strategy