Customer Experience Solutions
Strategic Execution in Marketing, Sales and ServiceOur Approach: Insights and Impact
“Customer experience” refers to all human and digital interactions a customer has with your company. A quality customer experience implies targeted, customized, and efficient relationship with your business. From initial awareness to loyal referrals, their journey should align customer strategy with business operations.
To achieve this, Fisher CX professionals are not merely consultative; we get in the details with you – discovering your gaps in order to shore up weak areas, address your most pressing challenges, and set you on a path towards growth and success.
“How an organization aspires to interact with their customer should set the tone for all other business processes. For example, do your customers need white glove service and are they willing to pay for it? Or, are lower costs the first priority? Once you understand your customer drivers, you can set your strategy to align your marketing, sales and service teams to collectively pursue your goals.“
Customized Solutions for Marketing, Sales and Service
Because your organization’s challenges are unique, our solutions are not prepackaged; we learn your business and your challenges. Through discovery and analytics, our experienced team maps out a plan of execution. We empower your organization to excel in all aspects of customer experience, integrating strategic marketing, sales effectiveness, and service excellence.
We can help you solve problems like these:
- “My customer data is fragmented and decentralized. I can’t use it to market, and my people don’t have a holistic view of their customers – whether they’re trying to sell to them or provide post-sale service.”
- “It takes the heroic efforts of my people to provide the most basic experiences to our customers.”
- “I have no visibility into what my sales team is doing. Every won (or lost) sale is a unicorn. Somehow we manage to win, but the sales, pricing and contracting processes are neither repeatable or efficient.”
- “My CEO is rightfully asking for proof of return on our marketing investments. We don’t have the structure in place for me to give her a straight answer, and yet I know we make a huge impact. Next year I want more money in my budget, not less. But, I need to be able to prove that our marketing works.”
Strategic Marketing
Methodically execute your strategy, turn data into actionable insights, and build the necessary capabilities to transform digitally.
- Customer Journey Assessment: Empathize with your customers, identify points of failure and frustration, and devise practical solutions.
- Digital Transformation Partnerships: Our framework propels your digital experience forward, regardless of your company’s technical expertise.
- Marketing Process Improvement: Clarify and measure processes for maximum Return on Marketing Investment (ROMI).
Sales Effectiveness
Sales Team Empowerment:
Provide the framework to set them up for success.
Relationship Management Efficiency:
Increase speed and effectiveness from prospect to closed-won leveraging the latest CRM tools.
Pricing and Contracting Optimization:
Improve margins and enhance contract management through innovative digital tools and measurable processes.
Service Excellence
To create an excellent service strategy, it’s essential to align with your overall company strategy and determine an executable plan of action.
- Customer Service Approach: Determining the custom approach to deliver ideal service levels based on company objectives.
- Service Delivery Execution: Deliver cost-effective service that complements your strategy.
- Digital Evolution: Continuously evolve service strategies to meet changing customer expectations.
We Speak Your Language
For Every Customer Experience Challenge, Fisher Offers Targeted Solutions for the Middle Market
Our approach is grounded, practical, and aimed at delivering immediate and lasting impact. We engage closely with you, ensuring each solution aligns with your strategic vision across all customer interactions.
Here’s how we support various C-suite roles:
CEOs
Help enable an overall customer strategy that balances the demands of the customer with the financial demands of the business.
CIOs
Implement tech solutions that elevate customer interaction and data utilization.
COOs
Uncover and address the marketing and sales activities that upend downstream operations.
CFOs
Install tangible metrics that measure the return on customer-related investments.
CXOs
Partner with your teams to execute the work that drives your most strategic goals.
CHROs
Develop talent strategies that support exceptional customer service teams.
We Deliver Results
Case Study Highlight: Customer Journey Mapping for Enhanced Customer Experience
Fisher Management Partners helped identify opportunities to create process efficiencies, fill gaps in customer touch points, and improve the overall customer experience through a customer journey mapping project. The project resulted in a prioritized list of continuous improvement initiatives.
Project Roadmap:
Business case development for each proposed project.
Root Cause Identification:
Uncovered the source of internal and external pain points.
Growth Platform:
Laid foundational support for business unit expansion.
Increased Visibility:
Gained insights into internal operations and cross-functional team interactions.
Contact Us for a Discovery Consultation
We’re here to transform your marketing, sales and service challenges into opportunities for growth and innovation.
Eager to maximize your customer experience strategy? Let’s talk.
Explore All of Our Service Lines
Our specialized, responsive client teams work across specialized solutions areas to touch every aspect of your operations:
- Strategy Execution: Translating strategic vision into actionable initiatives and delivering results.
- Finance Solutions: Accelerating growth, enhancing cost controls, and achieving sustainable business maturity.
- Supply Chain Solutions: Creating cost-effective, resilient supply chains.
- Customer Experience Solutions: Achieving strategic excellence in marketing, sales, and customer service.
- Technology Solutions: Aligning technology with business strategy.
- People & Organizational Effectiveness: Maximizing team potential for strategic impact.
Each of our service lines is designed to not just address challenges but to unlock potential, drive competitiveness, and accelerate growth in the middle market segment.
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