Customer Centricity Programme

A proven approach to customer-centric growth

We turn customer insights into clear priorities and tangible action across your organisation.

Our Customer Excellence Programme is built on a structured and proven approach that helps you identify what matters most to your customers and where to focus to drive impact.

It creates clarity on your most important commercial priorities and ensures that insights are translated into action across functions and levels.

Designed for complex organisations, the programme is delivered through focused sprints and a clear roadmap for execution.

6 Steps to Growth

We translate customer analyses into specific operational initiatives.

By analysing sales performance, customer journeys and customer experiences, we design a customer-centric development programme we call 6 Steps to Growth.

Proven to drive up to

growth among promoters

1. Assess internal go-to-market capabilities

Do you know what drives your sales performance – and where you are losing potential?

What we do:

Benchmark your sales maturity across the 7 sales virtues

Identify strengths, gaps and improvement areas

Translate complexity into clear, prioritised actions

Create shared clarity and focus across leadership and function

2. Map the customer journey

Do you know about the customer journey process? And how it affects customer experiences?

This mapping clarifies where and when on the customer journey you can gain business value by improving your customer experience through differentiating your products and/or services.

What we do:

Map your customer journey based on employee knowledge and customer interviews

Give you a visual overview covering the various stages of the customer journey

Identify customer touchpoints and needs at all stages

Highlight how all functions in the company contribute to the customer journey

Articulate what creates value for customers at each touchpoint

3. Analyse key drivers for differentiation

Do you know and understand your customers’ needs and behaviour?

The customer journey is crucial for customer insight. When you know and understand customer needs and behaviours, you can differentiate your company through extraordinary customer experiences.

We give you insight into customer needs across the customer journey to ensure that, going forward, your customer strategy is based on facts.

We design the survey and monitoring of the customer journey to suit your specific needs, with one specific touchpoint in focus perhaps, a spotlight on NPS, competitiveness in relation to a specific competitor, or ongoing analysis of the total customer journey to ensure a steady course and optimisation.

4. Prioritise initiatives

Does your resource spending match its impact?

Based on the benchmarks and knowledge of customer experiences identified by mapping and analysing the customer journey, we assess the expected effect of relevant initiatives.

These initiatives are prioritised to balance resource spending and its impact. Together, we assess the organisation’s readiness to execute individual initiatives.

5. Concretise actions

Can you create a more customer-centric culture?

We concretise the prioritised efforts in a detailed and operational implementation plan across the organisation’s functions.

We formulate overall customer promises as the cornerstones for your new customer-centric culture, and we set internal and external performance indicators to measure the effects of the initiatives.

6. Monitor and develop

Do you need tools to ensure constancy?

Lasting development and value require persistence.

Whether the implemented initiatives have yielded success is evident from your customer experience.

Therefore, customer behaviour must be monitored and, if necessary, one or more tools in the 6 Steps to Growth must be reapplied.

Cases

meet some of our customers

AAK

"We needed customers to give us candid feedback. It was about really listening and making our customers part of our improvement process"

President of AAK Europe

Jan Lenferink

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STARK

"Your customer experience is a joker you can play – and wipe out other players"

Sales Excellence Director at STARK Danmark

Jørn Fogh

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APM Terminals

"By knowing the customer journey in detail, we can stand out precisely where it counts most for our customers"

CEO of APM Terminals

Henrik Kristensen

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Lindab

"We consciously consider and allocate our resources where it really matters for our customers"

Managing Director of Lindab

Heino Juhl

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Leasing Fyn

"It was a WOW experience when I was presented with the documented value of all our employees contributing to sales"

Director of Leasing Fyn

Kurt Madsen

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