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Solution

Unlock the power of customer centric strategy with Customer Value Engineering (CVE)

From high impact POC to scaled execution and mobilization, we have created a comprehensive strategy, process & tool kit, enabling organizations to unlock their full customer value growth potential.

Challenge

For good reason, most companies have committed to placing the customer at the center of their strategy, recognizing that a truly customer-centric approach is no longer just a competitive advantage, but a fundamental requirement for sustainable success in today's rapidly evolving business landscape. The most successful organizations understand that customer centricity is more than just a buzzword—it's a comprehensive philosophy that demands holistic transformation.

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Unfortunately, the vast majority of companies see their customer-centric strategies undermined by deeply entrenched organizational challenges. Siloed functions create impenetrable barriers between departments, fragmented systems prevent seamless information flow, and misaligned objectives and key performance indicators (KPIs) work against the very goals these organizations are trying to achieve. Legacy thinking further compounds these issues, creating rigid structures that resist innovation and prevent organizations from adapting to changing market dynamics, ultimately leaving significant value and growth potential unrealized.

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This value-destroying challenge is widespread and complex, representing a critical strategic dilemma that every board and leadership team must ultimately address for companies to reach their full potential. It requires a fundamental reimagining of how organizations operate, collaborate, and measure success.

 

We have identified 3 key barriers to success:

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  1. KPI Overload & Misalignment – Organizations are drowning in a sea of metrics as they struggle to connect insights and prioritize efforts within and across functions​

  2. Disconnect from Financial Impact – Unclear financial attribution for each effort undermines effective investment decisions and prioritization​

  3. Fragmented Go-to-Market Efforts – Misaligned departments and uncoordinated actions prevent organizations from systematically reaching their potential​

Solution

We connect our clients’ customer-centric strategies with go-to-market decision-making and execution through a unified, holistic view of the customer and value. We combine consulting services powered by proven frameworks, toolsets, processes, and analytics engines, enabling companies to consistently guide and drive measurable impact from their customer-centric strategies. 

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Our proprietary Customer Value Engineering (CVE) framework serves as a unifying North Star that transcends functions and timelines. CVE systematically applies to all customer touch-points—CX, Marketing, Sales, Pricing, Promotions, Product & Service engagement, and more—connecting the dots between strategy, execution, and an enterprise-wide view of ROI and financial impact. 

 

This solution is brought to life through three key focus areas:

  1. Enterprise-Wide North Star – Breaks through siloes and fragmented KPIs; ensures a common, strategically-aligned focus across the enterprise​

  2. Reframed Concept of Customer Value – Not a static, standalone metric; a dynamic, enterprise-wide view of customer value that’s directly influenced by go-to-market levers​

  3. Customer-level Clarity – Not all customers are the same, nor at the same lifecycle stage; ​an individual-level focus, with granular insights and actions is critical to unlock value and growth​

 

We deliver reusable, extendible, scalable assets and knowledge that set our clients on a path to unified, customer-centric thinking and decision-making across the enterprise.

Process

Each company’s starting point and priorities are unique, so we meet clients where they are, adapting our solutions to fit immediate needs and balance towards long-term goals.

 

Our approach follows a "crawl, walk, run" path, beginning with a focused Proof of Concept (PoC) that crystallizes and contextualizes Customer Value Engineering (CVE) potential within our client’s business, building stakeholder buy-in, and demonstrates ROI from the outset. This is a core tenet for a successful and scaled organizational rollout., supported by a rigorous and structured process:

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  1. Adaptable Go-To-Market Unification Framework – Our forward-thinking framework is tailored to each client’s business, strategy and operating model​

  2. Accelerator Toolsets, Processes & Playbooks – Proven assets like analytic engines, insights and decision-support dashboards, execution and activation playbooks and more—designed to significantly implementation and reduce risk​

  3. Execution, Activation & Scaling Support Services – Flexible, hands-on support tailored to each client’s individual needs and goals

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We work flexibly to match each client’s resources, skills, and desired level of ownership and execution. Recognizing the importance of measurable ROI to justify investment, we can also align our remuneration to support mutual success.

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