SCHEMA® is your Framework for Customer Centricity.
You want customers at the heart of your business but you’re not quite sure what that means.
You know that there is more financial value in your customer base but you’re not sure how to unlock it.
You have to become leaner as an organisation but you can’t afford to lose sales so you must cut the right costs.
You want to deliver exceptional customer experiences but you’re not sure what behaviours are required or what impact this will have on the bottom line.
You want to understand how you can make the most of digital, social, mobile and near real-time approaches to support existing ways of working, but you don’t know where to start.
The SCHEMA® Framework guides large organisations through a process of defining how to manage customers more effectively and efficiently. It shows you where you are strong and weak, what you need to do to become more customer focussed and what it means for your company financially. It helps you prioritise the key actions, developing short term returns as well as longer term capability.
The SCHEMA® Approach and Toolset are deployed by expert practitioners to support you in building your own framework for customer or consumer centricity. They are based on a substantial, practical experience and precedent and have already been deployed by many large B2C and B2B companies around the world.
SCHEMA® gets you on the right road quickly, saving you time and money in driving a more customer centric approach into your organization, improving customer experience and increasing profitability.