In recent years, Customer Strategies and its principals have worked with leading companies in Australian and overseas:
- EnterConnect Inc 2008 – 11
- Liquidity Financial services Pty Ltd 2006 – 09
- Chamber of Commerce & Industry Western Australia 2006 – 08
- Techontap International Limited 2001 – 5
- Telstra Corporate & Government CRM: 1990 – 4
- AMP CRM System: 1995-8
- Suncorp Bank: Analytical CRM 1995 – 04
- International Business Communications: 1989 -90
- Macquarie Bank: 1994 -7
- Commonwealth Bank Australia CRM 1993 – 4
- Macromedia Inc (Now Adobe)1998-01
- Customers1to1
- Similar Project & Assignments
With the boom in Content, Collaboration and Communication (CCC) utilizing enterprise portal and Web 2.0 technologies, EnterConnect (Inc USA) contracted Customer strategies to re engineer its cloud delivered Platform as a Service (PaaS) market offering and design a global distribution, marketing and product strategy. Customer Strategies is now assisting implement the plan produced.
Liquidity Financial Services & Eliquidity 2006 – 09
Liquidity’s founding partners contracted Customer Strategies to design and implement an advanced finance, consulting and advisory business, deploying interactive lending capability, real time document processing, title search and credit checking. In addition, Customer Strategies developed the eliquidity B2B trading and payment system currently being implemented.
Chamber of Commerce & Industry Western Australia 2006 – 08
When CCIWA decided to implement a new CRM, it decided to conduct a Potential and Capability Study first, using Customer Strategies proprietary methodology. Upon presentation of the results, findings and recommendations three months later, CCIWA contracted Customer Strategies to assist the Chamber’s senior executive team implement the eight critical issues essential to achieving the organisational change CCIWA sought.
Techontap International Limited 2001 – 5
In 2001 founding investors contracted Customer Strategies to develop an “all services on demand” technology venture; create business model, IT and customer strategy, source global best of breed technologies, develop new era distribution channels, devise single bill all services and gain AusIndustry research and development grant. Customer Strategies also project managed implementation of vendor neutral national IP network, data centre centric security, hosted IPBX, Video conferencing, IPTV, elearning and a range of hosted applications and software as a service offerings.
Technologies deployed:
- www.vcon.com
- www.centile.com
- www.checkpoint.com
- www.innovare.com
- www.salesforce.com
- www.intralearn.com (elearning)
- www.selectsoftware.com.au
Telstra Corporate & Government CRM: 1990 – 4
With the Telecommunication Industry deregulation, OTC, Telecom and their Business Services and Corporate Business Divisions merged. AOTC (now Telstra) contracted me to develop and project manage the re-implementation of their existing CRM.
The Brock System (Informix CRM precursor to www.firstwave.com) was the largest in the Southern Hemisphere at that time with 6,000 users Australia wide. Initially the whole of enterprise solution, its functionality was purely residential and unsuitable for complex business customer management; i.e. users had no access to billing history, limited details and delivered limited functionality, critical elements in managing whole of business relationships.
Customer Strategies’ proposal and accepted solution was to:
- Downsize the system’s consumer functionality, information fields etc
- Refresh and enhance subscriber data from White Pages
- Perform advanced data integrity analysis and rectification
- Redeploy cost savings to create Corporate & Government’s system
- Structure a business-to-business “Brock” for integrated telephone, field sales force, marketing, service and billing management.
- Develop and project managed the customer information population.
Pioneering best of breed international technology and local expertise, using artificial intelligence based matching processes, the project:
- Identified business accounts in 50m. record CABS billing system
- Reformatted, corrected, post coded & address matched “billing data”
- Washed and merged transactional billing history against high integrity commercial and government business data.
The result was Telstra’s first Corporate and Government CRM and Marketing Database populated by:
- High integrity customer information including organization’s legal name and address, A.C.N.
- Names and home address details for directors & senior management
- Critical customer intelligence including number of services, employees, billing and service usage, leases in “at risk” buildings (owned by friends of Optus) etc
- Hierarchy of major shareholders, ownership, subsidiaries and brands,
- Head office, enterprise wide view that supported whole of business marketing and account, management.
Beside operational sales and service, the CRM enabled advanced segmentation analysis and was used to drive retention programs, marketing communications, anti competitor strategies and product demand modelling.
In addition Customer Strategies established for Telstra a “Customer Intelligence” unit that ensured competitive information was updated monthly, so that transactional history and trends was always current. A key role in this assignment was to develop and rollout an executive educational program cross all divisions that empowered sales and marketing management to harness the power of the customer information now readily accessible.
In 1995 Customer Strategies was contracted to project manage, mentor, train and coach AMP’s Special Projects Groups to define, document, evaluate and recommend an enterprise wide CRM (Customer Relationship Management) and related technologies and processes including:
- Customer data analysis, cleaning and enhancement, aggregation & consolidation
- User query and reporting needs analysis
- Customer access and privacy disciplines
- Evaluate potential technology solutions
- Develop RFP for solution
- Mentor evaluation team to select and implement solution
- Create inter divisional customer information usage policies
- Define, recruit and mentor senior executives to implement newly created Customer Strategy division
- Lead internal executive briefing & senior management buy-in initiatives
- Lead internal technical briefings to gain interdivisional technical co operation
- Lead rollout to every AMP 1400 brokers and offices Australia wide
- Technologies: www.hartehanks.com & www.innovativesystems.com
Suncorp Bank: Analytical CRM 1995 – 04
Following the merger of Suncorp and Metway Banks in 1995, and Customer Strategies representations to the Merged Entity, Customer Insight Inc (Colorado – now Experian) invited Customer Strategies to tender for the bank’s new whole of Enterprise Analytical CRM.
Customer Strategies not only won the multi million dollar project, but was contracted for over nine years to perform Customer Marketing database consolidation builds and analysis for board and line of business consideration.
Specific Activities – Suncorp
- Represented international vendor to manage proof of concept project
- Worked with senior executives all divisions to define & specify needs
- Trained and mentored system users and managers
- Develop successful response to RFP
- Coordinated international sales and project team to win business
- Managed technical resources to implement system
- Defined user needs for Artificial Intelligence technologies to model, segment and predict
- Provided support and executive mentoring on AI usage & applications
- Conducted internal briefing and training on advanced CRM and database marketing disciplines
- Provided outsourced database build, system upgrades, user enhancements for nine years
- Technology deployed www.nuedgesystems.com & www.unica.com
Outcomes
Suncorp achieved exponential growth in a large part due to the highly specific customer strategies and initiatives driven from the board room down based on the information, expertise and practices driven by Customer Strategies.
International Business Communications: 1989 -90
Headhunted by Coopers & Lybrand, Customer Strategies principal was contracted as Chief executive to turnaround the listed British public company’s Australian subsidiary. The group included Legal Books, publishing arm, two retail bookshops, Huntley Publishing’s stable of investment publications, thirty law related newsletters, Foodweek and Inside Retailing newsletters and one hundred per annum industry specific conferences.
While simultaneously reducing fixed overheads, increasing direct costs and dramatically increasing production, Customer Strategies achieved the planned three year turnaround in nine months before London’s decision to sell its Australian operation.
- Provided consulting services to division heads seeking whole of customer perspective
- Developed user requirements for Macquarie Investment Managements (MIML) customer data warehouse and CRM
- Technology deployed www.oracle.com customer built marketing data warehouse
- Consulted to project team top to evaluate potential technologies
- Mentored project team to implement solution
- Led international fact finding mission for two senior executives
- Trained users in system and customer management disciplines
Commonwealth Bank Australia CRM 1993 – 4
- Led business requirements analysis for Salmat’s proposal development team
- Managed development of RFP for Customer Data Warehouse
- Conducted international fact finding mission to establish best of breed technologies
- Conducted senior executive briefings on emerging CRM and customer data warehouse trends
- Managed Salmat’s response for RFP that won the contract
- Technology deployed www.oracle.com customer and marketing warehouse
Macromedia Inc (Now Adobe)1998-01
Consulting to Sein Chew and Michelle Perkins, Regional Manager and APAC Market Manager (11 countries) on multi language, multi culture online CRM strategy and implementation
- Developed and defined trigger marketing disciplines
- Established business requirements, user preferences and supporting technologies
- Managed outsourced data integrity project.
- Technology deployed www.innovativesystems.com
- Mentored Australian management on CRM driven initiatives
- Developed privacy and opt-in disciplines for email and permission based marketing across all regions
- Technology deployed www.pivotal.com CRM and www.kana.com
In partnership with an investor, conceived, developed and implemented Australia’s most advanced integrated customer contact centre. Specifically designed to provide gold level service to clients most valuable customers, Customers1to1 deployed a multi-media soft switch technology that enabled sophisticated call routing, remote agents, skill and customer preference based routing, and integrated the telephone service functionality with web based and email based interaction. After successful launch sold interest to my partner.
- Australia Post: 1994 – Technology deployed www.SAP.com
- SA Water: 1996-7 – Technology deployed www.cognos.com & www.mapinfo.com
- Sydney Futures Exchange: 1998
- Blockbuster Video Technology deployed www.nuedgesystems.com – Analytix
- Video Ezy Technology deployed www.mapinfo.com
- International Masters Publishers: 2002-3 www.datatools.com & www.innovativesystems.com
- Transurban City Link: 1998-9 www.oracle.com based billing & customer management system
- Electricity Services Victoria: 1999 www.sybase.com data warehouse
- Mitre 10 Group: 1998
- Jurlique International: 1999-00 IBM: 1987
- Breeze Software POS: 1998-01 Technology deployed www.pivitol.com CRM
- Shuttle Datacomm
- Call Time Australia: 2000 Technology deployed www.interactiveintelligence.com
- CSE Technology Pty Ltd: 1999 (Robotic Integration)
- Harris Technology (Coles Myer) : 1998-9 Technology deployed Fox pro custom CRM
- The Seven Network Technology deployed www.onyx.com CRM
- David Syme (The Age)
- Channel Three Business TV & Success Group Limited
- CUC – Cendant – Olympic Club: 2000
- Rural Press Limited 1982-4
- Becton Property Limited 1998
- Standard Newspapers & The Herald & Weekly Times
