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Our Program

CUSTOMER VALUE CREATION

Know more to grow more

Customer Strategy

Profitability in its truest form is a reflection of both the value created for customers and value captured for owners of a business. Profit is what keeps a business alive and well.

Our position is that creating customer value is the single apex purpose of any business. By living up to that customer-centric purpose, business owners will benefit at least as much as customers (and likely more.)

Which means investing resources in the tools, tactics and technology that create substantial value for customers is simply a good business strategy.

Eliminating strategic complexity to supercharge execution is the right approach for every business and especially smart for small and midsize enterprises with lean operations.

Centering strategy on customer value is absolutely, positively the most practical path to profitable growth for Canadian Enterprises but not for every single customer segment:

  • Some customers are much more valuable to a business than others.
  • Some customers cost more to acquire and keep than they’re worth.
  • Some semi-valuable customers can be converted to high-value customers 

We recommend Canadian Enterprises invest in the tools, tactics and techniques that will create the most value for the customers that are most valuable (profitable) to serve over the long run.

That’s Customer Strategy: making business decisions based on a deep understanding of which customers matter most and what matters most to them.

This modular program is how we help Canadian Enterprises get there:

01
Audit Performance

To identify which customers are most valuable to your business we take a multi-dimensional deep dive into your sales data. For example, ‘Relative Revenue’ is one thing we look at, ‘Net Return Revenue’ is another, but we also consider ‘Profitable Product Adoption’ and ‘Tenure’. 

We then analyze this data and more to cluster customers into high, mid and low value “segments”.  Each customer segment is evaluated to identify common characteristics that make valuable customers easier to target.

Answers the question: Which customers matter most to your business?

02
Uncover Opportunity

We interview customers that matter most to identify opportunities for greater customer success, satisfaction and loyalty.

Answers the question: What about your business matters most to those customers?

03
Design Growth Programs

We develop the step-by-step process to improve customer success, satisfaction and loyalty.

Answers the question: What should we change? How should we change it?

04
Deliver Growth Programs

We have a team of trained Loyalty Managers to deliver your growth programs for you.

Answers the question: How can we continuously do better?

Our Philosophy

Customer Strategy is the most practical path to profitable growth for Midsize Enterprises.
Million Dollar Metrics cover page
Million Dollar Metrics eBook
Click the image for a copy of our Million-Dollar Metrics eBook.
FRESH PRESPECTIVES

Our Thoughts

We don’t subscribe to the status quo.
We don’t settle for small ideas.
We don’t take the easy road.
We value courage, creativity and constructive conflict and write about ideas produced in the process.

Read our ideas
Return on Information: Know More to Show More to Future Buyers
Thoughts

Return on Information: Know More to Show More to Future Buyers

28 February 2023
Return on Information: Smart Retention Always Wins
Thoughts

Return on Information: Smart Retention Always Wins

23 February 2023
Return on Information: Knowing Your Best Customers Pays
Thoughts

Return on Information: Knowing Your Best Customers Pays

21 February 2023
Creative Thinking Leads to Innovation
Employee Profiles

Creative Thinking Leads to Innovation

30 January 2023
We explore fresh perspectives

Our Insights

We don’t subscribe to the status quo.
We don’t settle for small ideas.
We don’t take the easy road.
We value courage, creativity and constructive conflict and we like to write about the ideas that are produced in the process.

Return on Information: Know More to Show More to Future Buyers
Thoughts

Return on Information: Know More to Show More to Future Buyers

28 February 2023
Return on Information: Smart Retention Always Wins
Thoughts

Return on Information: Smart Retention Always Wins

23 February 2023
Return on Information: Knowing Your Best Customers Pays
Thoughts

Return on Information: Knowing Your Best Customers Pays

21 February 2023
Creative Thinking Leads to Innovation
Employee Profiles

Creative Thinking Leads to Innovation

30 January 2023
Read our ideas
To Learn More

Get In Touch

Book a one-on-one with our Executive Director to learn more about New Territory and discuss strategic objectives on the horizon for your Canadian enterprise.

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