Case Study - business transformation. Global Financial Solutions


		home > case studies Case Study 5: Global Financial Solutions Issue: Service transition from asset to wealth management whilst protecting relationship value. Background: Strategy was to deliver wealth management in the most effective way to attract and retain customers. Like many other providers of these products and services a substantial part of the business was managed through intermediaries. Solution: Extensive analysis of competitive positioning, customer experiences, products and services formed the basis of new value propositions. These propositions were aligned with the brand and channels. Differentiation was exposed by channel, customer type and competitor. Customer scenarios were distilled to understand patterns of interaction, customer value and market transition - forming the basis for new service lines. Each service line - 'self-service' to 'full service' - was targeted to specific, direct or indirect, low value or premium customers. Building perspective about customer value and detailed examination of interaction models provided the 'backbone' for the solution. Business benefits: Understanding customer interaction - on this basis customer issues and opportunities were exposed. This focused business development and service design. Customer scenarios, segmentation and conversion metrics provided an important step forward from 'product and information provider' to direct relationship management. Ť back home next ť		Case Studies: Financial services provider IT solutions company Global IT company International manufacturer Global financial solutions ť Organisation Ť home
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