Bertrand Le BerIndependent consultant · Interim manager

Independent consulting

You have a decision to inform, a project to scope or an action plan to build. Your teams need perspective, expertise or extra capacity to move forward.

Four building blocks, to suit your needs

Can be used separately or combined within a single engagement.

Customer value audit

2 to 4 weeks

Identify where the value potential lies and decide where to act first.

What you get

  • An assessment of the current situation.
  • Quantified opportunities.
  • Prioritised recommendations.
Scope and approach

Based on your existing data and targeted interviews, with no prior data project required.

Scope
Revenue model · Customer experience · Service model · Organisation and performance management
Work
Data analysis, interviews with management and teams, review of existing initiatives.
Framing
Whole business or a specific issue. Duration adjusted to scope.

Customer value growth

You want to grow sales across your customer base, evolve your offers or strengthen retention.

Deliverables and levers

What you get

A strategy, commercial initiatives and a roll-out plan.

Levers

Upselling · Cross-selling · Usage · New services · Pricing · Loyalty and retention

Customer experience and service model

You want to simplify customer journeys, improve satisfaction or reduce customer service costs.

Deliverables and levers

What you get

Target customer journeys and service model, and a transformation plan.

Levers

Customer journeys · Digitalisation · Customer self-service · Service levels · Pain point resolution

Customer organisation and performance management

You need to clarify responsibilities, make better use of customer insight or structure performance management.

Deliverables and levers

What you get

A target organisation, clear responsibilities and management tools.

Levers

Segmentation · CRM · Organisation · Governance · KPIs

How I work

Engagement terms

Duration
A few weeks to several months, depending on the engagement.
Format
One-off engagement or ongoing support; on site and remote.
Time commitment
Pace agreed according to scope and team availability.

Contact