Customer Insight
It is crucial to ongoing profitability to understand which customers contribute most profit to the business and then to know how to adjust customer treatment accordingly. Understanding the fundamentals of the business relationship entails appreciating different customers’ requirements, expectations as well as their current experience of services and products. 
Building a Listening Framework
Do you actively search for ways to capture more of your customers' business? Do you know how they feel about you - are they about to migrate to a competitor? Often companies engage in the kind of customer research that is either too infrequent to recognise accounts at risk, or too high level to understand the reasons why customers are satisfied or not with what they are getting. Although the business can generate a list of possible products and services of potential interest, you cannot know how to prioritise these offerings, the best approach to launching or developing them without aequate customer consultation.
Involving customers in your business decisions significantly reduces the risk of business failures, wasted resources, complaints and in these times, this is important! A robust customer listening framework allows businesses to keep in touch with customers' views, test ideas, gather feedback, build trust and deepen loyalty and relationships. It can also be very cost-effective and result in higher customer revenues.
Using our Key Client Review process, innovative research tools, observation and real-time feedback ICD can help you to leverage and cement the relationship between your customers and the organisation.
Business To Business and Business to Consumer Segmentation
All businesses need to categorise customers into effective groups. Relevant categorisation and profiling of customers is the means to produce value propositions and treatment stategies that address real customer requirements and hence increase business profitability.
ICD can work with you to develop better understanding of your customer requirements, to develop an overview of your current value proposition and a framework for designing and testing new ones.
We can help you to segment your customers into more meaningful groupings. Making use of the Key Client Review method (KCR), specifically in the business-to-business market where there are often intermediaries and distributors, the KCR aims to understand the value that underpins customer commitment and customer retention.
Capitalising on Information Assets
In a short time organisations can gain a lot from analysing their existing customer information sources and data sets. ICD can help you to analyse your customer data to extract useful nuggets of information about your customers to support more effective segmentation. Increasing the longer term capability of your organisation to capitalise on its information assets is the name of the game for many organisations now - including the mightly Tesco - and this has created a huge source of competitive advantage. The holy grail of great customer management is the single customer view which brings together all the customer data sets into one, useable place. One of the benefits to an organisation is the ability to make greater use of existing information for its marketing strategy. ICD Partnership Ltd has a data dimension mapping process that can help identify the information requirements for an organisation (or division within it) and make short and long term recommendations on how to close existing information gaps to improve future customer intelligence.
In addition we can evaluate your current customer data quality (e.g. level of duplication, accuracy and completeness), the systems you hold them on and whether or not it supports effective customer management.