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Detter Consulting AB
www.detterconsulting.com
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| Detter
Consulting is a leader in strategic marketing and customer relationship
management. A highly visible company in the CRM field. The company uses
methodologies and tools that have emerged from implementation across more
than 30 countries within the Shell Group of companies. The firm helps clients
in growing their business with starting point in the Brand, formulating
CRM strategies, winning CRM investment cases, answering questions from investors
and measuring and demonstrating the benefits of CRM, and selecting the best
CRM solutions. Their work has included the encapsulation of pioneering concepts
such as contact strategy, performance improvement, balancing relationship
strategies with the core concepts of Brand Value. |
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To optimise the resource allocation leading to significant potential
in cost reduction, increasing the value of relationships for organisations
and it's customers and employers. The key products offered are:
Process
Identify critical processes
Minimise activities not adding value
Improve effectiveness
Organisation
How do we organise
Where do we draw the borderlines
Who has the ultimate customer responsibility
Competence Development
From a Customer perspective which competencies do we need to deliver
to our most valuable customers at a cost efficient level
How do reach the appropriate competence level
IT Selection
What are the functional specifications
How do they translate to technical specifications
What do we need to automate from a customer perspective, from internal
efficiency requirements and from competence point of view
Implementation
Clarity: what should be delivered; what are the expected results with
in what scope
What needs to be done differently, new or not at all
What does it look like to the customer
Customer Focus
Who are our most (profitable) valuable customers
What are their needs and characteristics
What should we deliver and how should it be delivered
Why should they prefer us compared to competion
Who are our least important (profitable) customers.
How does our offer differ towards them
Engagement / Involvement
Engagement from the organisation - start to end, CEO to case worker
What does this mean to me as an individual?
Involvement right from start
Performance Monitoring
Management Team creates clear and distinct goals and communicates them
to everybody in the organisation, making sure they are properly understood
Clearly aligned and cascade down each individual with both 'leading'
and 'lagging' indicators
Frequent follow up
Comparison
Internal benchmarking and Best Practice transfer
External Best Practice and Process comparison
Best Practice sharing and transfer of critical areas/processes
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Detter Consulting
has achieved excellent results in both the B2B and B2C arena gaining mutual
value improvements for the main stakeholder to numerous companies mainly
in the fields of energy and utilities, retail, IT and telecommunications.
Shell Europe - CRM strategy and implementation in 16 countries
Shell Consumer - CRM Global strategy
World Class Customer Service Group - Knowledge transfer between 6 world
class performing companies
Pharmacia - Customer strategy
Trygg Hansa - Segmentation and Value Proposition.
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Shell
Consumer, Shell Energy, Shell Group, Ericsson, HP, PeopleSoft, Cable &
Wireless, PULSE, Utili-Mode and ABN-AMRO
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Toby Detter, CEO
Detter Consulting AB
Söder Mälarstrand 29, 6tr
118 25 Stockholm
Sweden
Telephone: +46 8 692 65 69
Mobile: +46 707 5555 29
Fax: +46 8 692 65 01
e-mail: toby@detterconsulting.com
Web Page: www.detterconsulting.com
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