From CRM to Customer Experience
Our Evolution
The Intelligent Customer Development Partnership Ltd (ICD) was founded in 2002 by Russell Biggart and Liz Moody following the sale of their previous award winning company, CRM UK Ltd. The rebrand acknowledged the changing view of CRM and evolution of customer management, relationship marketing and the customer experience but the philosophy remains squarely on delivering value to customers in a sustainable way.
In 2007, we formed ICD Insight Ltd, with the aim of increasing our capability in the areas of customer research and analysis. ICD Insight was formed to deliver actionable recommendations back into the business to help get more answers to the "so what" questions in customer research. We have a unique blend of partners that provide a full service customer research, analysis, performance and experience measurement capability.
In 2008, acknowledging the need to adapt to unprecedented economic conditions, we launched a service specifically aimed at SME businesses with ambitions to grow. Thus Customer Boost (CBoost) was brought to the world to support smaller marketing departments and non-marketing specialists trying to grow their business more effectively. 
In 2009 the ICD Partnership was forced to adapt around our own customers' needs to ride out the recession. A much greater focus on improving the culture around customers and engaging employess meant the time was right to put more emphasis on how the customer experience is delivered thorugh its staff, leaders and managers. On 2nd April 2009 we formally launched a strategic alliance with Quest (Scotland) Ltd, as our training delivery partners. Based in Dundee, Quest bring a fantastic range of additional training and development expertise, qualifications and opportunities for our clients to introduce accreditation to their customer training.
In December 2009 we added Business Jigsaw to our partnerships and this gives us a much wider pool of experienced coaches and executive change consultants.
In 2010 we now comprise a team of over 50 experienced consultants and partners who range from coaches, business psychologists, strategic marketing, people development, research, process, project management, cutomer service, systems, facilitiation and other consultancy areas.
Realtime customer feedback is now possible through an innovative partnership with our partners Servicetick. In March 2010 we are pleased to introduce this fantastic new capability. Based in Norwich, Servicetick share our extensive experience in financial services and increasingly public sector clients.
Although ICD Partnership was founded in central SCotland, we have partners and associates spread throughout the UK.
Our People
Our consultants are experienced professionals, practitioners, facilitators, trainers and coaches who retain leading edge knowledge in their fields.
We work with you and represent your best interests by remaining focussed on the best interests of your customers.
ICD Partnership has developed a number of tried and tested methodologies and specialist tools that can be refined for each situation and client.
Our Chosen Facilitation Method
Our preferred facilitation technique is the ‘Pinpoint’ method. A “Pinpoint Workshop” is a participative process involving all members of a group. It is designed to stimulate the creativity and imagination of participants, ensuring that all contribute to their satisfaction and that at each stage the outputs are captured in a visual format which can be retained for future use.
It delivers accelerated learning:
- Involves everyone from start to finish
- Creates a productive working environment
- Generates practical solutions
It is thorough:
- People remain focused on the key issues
- Work through problems step-by-step
- Develop an action plan
It is long-lasting:
- It employs all working intelligences
- Creates ownership
- Is ideal for training, conferencing, meetings and change processes.
What our customers told us
We conducted some brand research amongst existing clients and they told us that we are:
Creative
Pragmatic and Sustainable solutions
Knowledgeable
Good to work with and nice to know
Represent great value for money
If you would like to work with us for the benefit of your customers please email us at:
info@icd-partnership.co.uk or call us on +44 7973 329669