Set Program Parameters

Working with the CEO, business owners and the management team to apply the benefit of our collective experience, the scope defines the business problem and sets the parameters of the program.

Program parameters include; the interview structure, types of customer feedback, key learning and opportunities, the process for effectively managing and using the data, and the disciplines to action findings and managing change.

The scope process provides the opportunity for all relevant parties to have input which is critical to the programs ongoing success. During the Scope phase we also conduct trial interviews and which typically identify opportunities, problems, inefficiencies and enhancements that will comfortably provide a return on this initial investment.

Based on initial research and the Customer Understanding scope, MJH Group applies our expertise and experience to develop a specific Customer Understanding program for our clients.

MJH Group has extensive experience designing and developing Customer Understanding programs that meet business objectives. Our approach enables us to provide a complete Customer Understanding strategy and program or concentrate on a specific business area or group of customers that require expert attention.

Ongoing Recommendations & Management

MJH Group has extensive experience in the implementation of Customer Understanding programs. Clients benefit from our Customer Understanding and Sales and Marketing experience working across a number of industries in both B2B and B2C environments. Our experience coupled with our sales and marketing expertise enables use to conduct research, analyse the findings and anchor the learning in the organisation.

Our strategic and commercial focus ensures that the Customer Understanding program delivers results in line with the core business objectives.

At both a strategic and operational level we provide customer understanding insight to create a customer focused approach. We achieve consistency, tighten operational processes and change behaviour to ensure a seamless flow from the customer's perspective and improved sales results.

MJH Group anchors the findings through the application of a customer understanding system which provides a framework for staff to utilise the findings and develop customer focus:

Working with the management team, MJH Group manages the Customer Understanding program and supports the dissemination of the findings to staff and the change of organisational behaviour to action findings.

A Systematic Reporting Process

Return on Investment is critical to our clients. MJH Group provides a fixed cost proposal to clients for sign off at the outset of the program and regular reports and meetings on program progress.