Customer Experience

Partner to Grow

Customer Experience spans the entire life cycle of a customer’s interactions with your business. Your sales, marketing and service leaders need to empower their teams with digital insights to nurture relationships, multiply your brand equity and delight your customers.  

Companies must foster intimate relationships with their customers to maintain market leadership and increase revenue. They prioritize and lead with:  

  • Target-rich, segmented and structured customer data
  • Authentic, transparent relationships leading to strong experiential value 
  • Proactive problem solving and instant responsiveness
  • Stress-free service interactions with opportunities for self-service and self-help 
  •  Sophisticated pricing that targets their unique situation 
  • Consistent and connected omnichannel experiences 

Our holistic Customer Experience framework leverages proven best practices to help you achieve your goals.  

Strategic Marketing

Data drives insights and tactics regardless of how your messages are delivered – making your company’s marketing inherently digital. 

Powerfully simple“Point-and-click” software is readily available to youBut, a tool without a marketing strategy, data structure, execution plan, and measurement of success is potentially not answering critical questions:  

  • Do you have a cross-functional marketing strategy with an expected ROI?  
  • Can you measure the success of a tool/campaign with tangible, executive-ready metrics?  
  • Are your customers segmented and their data complete? 
  • How is your customer data structured compared to leaders in your industry?  

Fisher Management Partners helps clients methodically create their strategy, turn data into actionable insights, and build the necessary capabilities to transform digitally – all in the context of creating meaningful value for your organization.

 

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    Sales Effectiveness

    It is difficult to maintain a high performing sales organization in the face of a rapidly changing business environment. 

     As a leader, you need to be able to answer two critical questions when reviewing your organization’s sales effectiveness:     

    • How is it being measured?     
    • How can it be improved?     

    Determining how to provide your team the ability to ‘win’ at each stage of the customers buying process is a challenge all organizations must solve to reach their full potential. 

    Understanding how sales effectiveness (the quality of actions being completed) and sales efficiency (the speed of the action) are working together in your organization is critical to maximizing your sales team success.       

    Fisher utilizes their Sales Effectiveness Framework and knowledge of sales enablement tools to pin-point problem areas and create a solution that meets our clients’ needs and aligns with their company values.  

    Service Excellence

    Studies continue to show Customer Service as the most important driver of overall Customer Experience. Yet service functions are challenged to take “cost out” and keep customers delighted.

    Achieving Service Excellence at your organization is not easy. Questions cloud your current spend and plans for investment:

    • How does your service compare?
    • Does your current spend create value?
    • Will automation help?
    • Where should you invest to unlock benefit?
    • How do you balance technology and people to create a Service Excellence culture?

    The journey typically includes identifying gaps relative to best practice, optimizing your service strategy, and efficiently executing the strategy.

    Fisher Management Partners has helped clients using a number of techniques and solutions that fit our client’s needs. We can help you build and deliver a compelling service vision.

    Today's Solutions

    • Marketing effectiveness assessments & diagnostics 
    • Marketing & digital transformation strategy 
    • Market & customer segmentation 
    • Marketing operations process improvement 

    • Sales effectiveness assessments and diagnostics
    • Sales growth, coverage and incentive Strategies
    • Configure, Price, Quote (CPQ) & pricing optimization
    • Sales reporting & analytics

    • Customer Experience assessments & diagnostics 
    • Service center process improvement & automation (incl. RPA’s) 
    • Customer relationship management 

    Strategic Marketing

    Data drives insights and tactics regardless of how your messages are delivered – making your company’s marketing inherently digital.

    Powerfully simple “Point-and-click” software is readily available to you. But, a tool without a marketing strategy, data structure, execution plan, and measurement of success is potentially not answering critical questions:

    • Do you have a cross-functional marketing strategy with an expected ROI?
    • Can you measure the success of a tool/campaign with tangible, executive-ready metrics?
    • Are your customers segmented and their data complete?
    • How is your customer data structured compared to leaders in your industry?

    Fisher Management Partners helps clients methodically create their strategy, turn data into actionable insights, and build the necessary capabilities to transform digitally – all in the context of creating meaningful value for your organization.

    Today's Solutions

    • Marketing effectiveness assessments and diagnostics
    • Marketing & digital transformation strategy
    • Market & customer segmentation
    • Marketing operations process improvement
    l

    Sales Effectiveness

    It is difficult to maintain a high performing sales organization in the face of a rapidly changing business environment. 

     As a leader, you need to be able to answer two critical questions when reviewing your organization’s sales effectiveness:     

    • How is it being measured?     
    • How can it be improved?     

    Determining how to provide your team the ability to ‘win’ at each stage of the customers buying process is a challenge all organizations must solve to reach their full potential. 

    Understanding how sales effectiveness (the quality of actions being completed) and sales efficiency (the speed of the action) are working together in your organization is critical to maximizing your sales team success.       

    Fisher utilizes their Sales Effectiveness Framework and knowledge of sales enablement tools to pin-point problem areas and create a solution that meets our clients’ needs and aligns with their company values.  

    Today's Solutions

    • Sales effectiveness assessments and diagnostics
    • Sales growth, coverage and incentive strategies
    • Configure, Price, Quote (CPQ) & pricing optimization
    • Sales reporting and analytics

    Service Excellence

    It is difficult to maintain a high performing sales organization in the face of a rapidly changing business environment. 

     As a leader, you need to be able to answer two critical questions when reviewing your organization’s sales effectiveness:     

    • How is it being measured?     
    • How can it be improved?     

    Determining how to provide your team the ability to ‘win’ at each stage of the customers buying process is a challenge all organizations must solve to reach their full potential. 

    Understanding how sales effectiveness (the quality of actions being completed) and sales efficiency (the speed of the action) are working together in your organization is critical to maximizing your sales team success.       

    Fisher utilizes their Sales Effectiveness Framework and knowledge of sales enablement tools to pin-point problem areas and create a solution that meets our clients’ needs and aligns with their company values.  

      Today's Solutions

      • Customer Experience assessments and diagnostics
      • Service center process improvement & automation (incl. RPA’s)
      • Customer relationship management

      Trending Technologies

      • CRM Lead Management:  Salesforce Sales Cloud, Microsoft Dynamics (365 and CRM) / Marketo / Sage CRM / Zoho / Sugar
      • CRM Customer Engagement:  Freshdesk / Zendesk / Salesforce Service Cloud / Microsoft Dynamics (365 and CRM) / Marketo / Sage CRM / Zoho / Sugar
      • MultiChannel Marketing Hubs & MDM: Adobe / Saleforce Marketing Cloud / Marketo / SAP / Oracle / IBM / Snowflake
      • BI & Analytics:  Microsoft PowerBI / Domo / Tableau / Qlik / SAS / IBM Cognos Analytics
      • CPQ Software:   Vendavo / Apptus / Oracle / Salesforce / Vlocity
      • RPA Tools: UI Path / Blue Prism / Edgeverve / Automation Anywhere
      • Team Collaboration:  Slack / Atlassian / JIRA & Confluence / Microsoft Teams / Cisco WebEx and Jabber / Workplace by Facebook
      • ERP Foundations:   Oracle ERP, Netsuite & JD Edwards / SAP / Sage / Dynamics / Workday
      • IT Environments:  On Premise Solutions / Data Center / AWS / Azure / Private Cloud / Hybrid Solutions

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      614-734-8495

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