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U N D E R S T A N D
PROBLEM FORMULATION
RESEARCH
DESIGN
DATA
COLLECTION
ANALYTICS
EXECUTIVE
REPORTING
Map central customer experience elements, needs and requirements
Identify key retention drivers and metrics vis-à-vis competition by market segment and industry
Understand central customer decision-making elements and processes
Validate and update of current business and competitive assumptions
Articulate overall competitive dynamics, threats and opportunities
Define final users' business models and growth perspective
Complete commercial relationship quality assessment and future outlook
Desk and secondary research
Perform interviews not only with consumers but also with CEOs, CFOs and top management.
Assisted leading worldwide financial services institution with identification and validation of key account satisfaction drivers. Proposed 25+ improvement actions to increase retention and deal size.
Crafted and executed market research program that surveyed executives at 250 English and French speaking companies in Canada to measure key branding perception elements, validate key lender traits and track and compare historical marketing metrics.
Led worldwide customer strategy program for leading multinational in OEM automotive sector (AGP Glass, Brazil). Articulated and executed analysis of customer needs for core B2B customers in 20+ countries. Interviewed 80+ CEOs and top executives. Created system to allow company to track detailed customer metrics and insights periodically.