Strategies to Improve Organizational Effectiveness

CSMG regularly helps our clients design and implementation of customized qualitative and quantitative research and analysis to deliver actionable strategies for product, portfolio, pricing and brand related activities to increase top line growth through improved customer metrics, lower operating costs, maximize operating profit, and improve capital efficiency. Our extensive industry experience, detailed business case analysis, and network of contacts enable us to define clear and measurable performance standards for all aspects of an organization and the tools to accurately monitor and manage continual improvement. Typical CSMG client work in this area covers the following areas:

• Benchmarking of Operations, Costs, and Competitors: We are well versed in all area of benchmarking in the communications, digital media, and technology industries. CSMG leverages secondary research, our extensive databases, and undertakes primary research to develop both quantitative and qualitative benchmarks of internal operations and processes vis-à-vis those of direct competitors, and comparable companies in adjacent areas. Identify best-of -breed practices and targets for performance. Develop key metrics for analyzing spending in comparison with that of its peers. Identify and implement a dashboard to display critical metrics among business units and peers.

• Capital Efficiency: CSMG regularly develop analytic tools to identify key drivers of capital spending, identifying metrics to determine the efficiency of historical capital expenditures. Performed both internally and across market segments or markets focusing on major capital categories and the factors that drive them. Develop key metrics for analyzing spending in comparison with that of its peers. Identify and implement a dashboard to display critical metrics among business units and peers.

• Marketing Effectiveness: Analyze internal and external market to enable optimal allocation of a marketing budget across products, geographies and marketing vehicles to optimize lift of sales revenue and/or brand equity. Also includes the organizational effectiveness of marketing, relationship, spend, brand mgmt, campaign management, loyalty programs to increase marketing effectiveness.

• Channel Optimization: Defining delivery channels and channel partners to efficiently grow revenue by retaining and further penetrating high-value and high potential customers by understanding channel preferences and differential channel strategies for different segments. Channel Optimization identifies the key customer interaction points, their delivery requirements and priorities, and the appropriate operational drivers and measures. Integrates efforts across sales groups working toward a consistent goal; higher profitability achieved through better-managed operations.

• Care & Support Optimization: Build a network foundation with multi-channel integration across web, phone, fax and e-mail. More effectively manage customer interaction through any service channel and to eliminate the barriers that impair your ability to collect accurate, up-to-date customer intelligence provide a quality and highly personal customization experience. CSMG factors in the four strategic dimensions of Customer Service strategy, business process, people and organization design and finally the intricacies of the robust enabling technologies to support the contact center solution architecture. Design of optimal structure, processes, technologies and programs for the customer service organization in order to maximize value and customer satisfaction.