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Data is everywhere, but the future belongs to those businesses that can commercialise insight and rapidly adapt to continuously deliver better propositions and experiences to their customers.
We also know that not every business is fully prepared for this data-driven future and needs a roadmap to success. Net Gain was founded to help these businesses quickly make sense of their data, implement CVM strategies, transform CVM capabilities, prepare for growth, and optimise their customer relationships. |
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Net Gain helps clients understand their data and find innovative ways to transform the performance of their customer value management strategies and capabilities, in weeks, not years. We work closely with senior management to help create and accelerate commercial solutions for their unique mix of objectives, data, capabilities and teams, avoiding the pitfalls and making sure the right people are on board throughout the journey.
Our services include:
Our services include:
- Creating a CVM strategy and roadmap from the basics through to business transformation;
- Designing the business architecture and roadmap for optimised CVM;
- How best to introduce next best action and decision optimisation into the organisation;
- Hard-wiring new operating models into the day-to-day culture;
- Commercialising and monetising big data opportunities;
- Performance measurement and bench marking of CVM strategies;
- Defining practices for continuous improvement of CVM decision-making.
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Our road-mapping approach creates a prioritised programme of activities that enable you to generate more effective results from your data, tools, insights, people, marketing and customer strategies.
The roadmap is produced from an independent audit of five areas of business strategy, then bench-marking the 'as is' against best practice before preparing a series of recommendations prioritised to your overall objectives. |
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Net Gain works closely with senior management to develop data-driven commercial solutions for their unique situation. We work alongside the executive and operational teams to audit and identify gaps and opportunities in the current organisation for improving profitability from data-driven strategies for sales growth, margin or return on investment.
We develop a roadmap that provides structure to enable the organisation to address the gaps and exploit the identified opportunities in a prioritised sequence to achieve the defined objectives within a suitable timescale. The roadmap and plan is presented for approval to initiate a programme of activity for realising the improvements.
We develop a roadmap that provides structure to enable the organisation to address the gaps and exploit the identified opportunities in a prioritised sequence to achieve the defined objectives within a suitable timescale. The roadmap and plan is presented for approval to initiate a programme of activity for realising the improvements.
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We've worked for and with some of the world's most innovative, customer- and data-driven businesses across financial services, broadband, digital, TV and mobile. For example, Vodafone, Barclays, Santander, Lloyds Banking Group, Virgin Media, Experian and GE Capital.
We've transformed CVM strategy, capabilities and operations, deep data insights, commercialised data, optimised customer value and worked with innovative vendors such as Adobe, Alterian, IBM, Marketswitch, Pega, Personetics, SAP and SAS. |
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Net Gain is an independent consultancy that's based in the middle of the UK (but we do have passports!)
Prior to founding Net Gain in 2016 we held senior corporate positions for Santander, Virgin Media and Experian in roles driving greater return-on-investment by transforming business practices, capabilities, strategies and data sciences.
We've also been management consultants and were early pioneers of advanced decision optimisation techniques driving more effective business decisions from data, ultimately becoming one of the world's foremost authorities on Marketswitch optimisation. We have written industry articles and presented at international conferences on the subject, as well as winning a Data Strategy Magazine award for a major retail bank.
Prior to founding Net Gain in 2016 we held senior corporate positions for Santander, Virgin Media and Experian in roles driving greater return-on-investment by transforming business practices, capabilities, strategies and data sciences.
We've also been management consultants and were early pioneers of advanced decision optimisation techniques driving more effective business decisions from data, ultimately becoming one of the world's foremost authorities on Marketswitch optimisation. We have written industry articles and presented at international conferences on the subject, as well as winning a Data Strategy Magazine award for a major retail bank.
Net Gain has deep understanding of how to avoid pitfalls and accelerate your data-driven strategy initiatives from ideas to implementation and the all-important ongoing test and learn.
Projects have ranged from making sense of digital, customer, research, business and big data, through to developing effective customer strategies and the transformational capabilities to manage and implement them.
Projects have ranged from making sense of digital, customer, research, business and big data, through to developing effective customer strategies and the transformational capabilities to manage and implement them.
CASE STUDY #1: Re-engaging Digital Relationships IN A Mobile Device Brand
This high-tech manufacturer sells its advanced smartphones and other cool devices in a global market driven by new product releases, but sold indirectly through mobile networks. This brand wanted to re-engage directly with their consumers to better engender loyalty and increase repeat purchase rates.
Net Gain helped design a multi-channel messaging strategy when customers register their devices. We developed a segmentation to group customers according to level of engagement and designed a single communication template with different content sections that were personalised to the different customer engagement strategies. This resulted in increased repeat-purchase rates and reduced agency timescales for content creation and campaign execution.
Net Gain helped design a multi-channel messaging strategy when customers register their devices. We developed a segmentation to group customers according to level of engagement and designed a single communication template with different content sections that were personalised to the different customer engagement strategies. This resulted in increased repeat-purchase rates and reduced agency timescales for content creation and campaign execution.
CASE STUDY #2: MANAGING CUSTOMER VALUE IN DIGITAL MEDIA AND COMMUNICATIONS
This Digital Media and Communications company operates in a highly competitive 'switcher' market where customer churn always puts pressure on gross margin. We worked with senior management to make a case for shifting budget from acquisition into a customer engagement programme aimed at reducing churn.
We designed a data-driven customer management framework that helped balance the trade-off between short-term and longer-term customer value growth, ultimately improving customer lifetime value by over 10%. The framework included a strategic segmentation for use across the organisation to track performance, galvanise ideas, set strategies, allocate budgets and implement actions for different customer groups. Stakeholder engagement was critical so, bringing the business case to life helped understanding of the opportunities for changing the way the organisation approached the churn problem.
We designed a data-driven customer management framework that helped balance the trade-off between short-term and longer-term customer value growth, ultimately improving customer lifetime value by over 10%. The framework included a strategic segmentation for use across the organisation to track performance, galvanise ideas, set strategies, allocate budgets and implement actions for different customer groups. Stakeholder engagement was critical so, bringing the business case to life helped understanding of the opportunities for changing the way the organisation approached the churn problem.
CASE STUDY #3: Transforming CVM in A Retail Bank
Increasing regulation and compliance puts pressure on traditional marketing strategies and the need to be more transparent. This Retail Bank's strategy is to improve customer loyalty through market-leading propositions, personalised customer engagement and intelligent servicing.
The bank asked us to propose a customer value management infrastructure that could underpin their strategy through any channel so, we audited the incumbent capabilities and then created a multi-year transition roadmap that would industrialise CVM and CRM best practices, exploit big data sciences and implement new tools for personalising the customer experience in every channel.
The approved roadmap signposted how the business would be impacted throughout the journey and gave stakeholders clarity for investment priorities and organisational changes. Implementation of the roadmap saw over 30% improvement in digital engagement and sales, reduced operating costs, better colleague engagement and new insights from big data that guide better customer strategies.
The bank asked us to propose a customer value management infrastructure that could underpin their strategy through any channel so, we audited the incumbent capabilities and then created a multi-year transition roadmap that would industrialise CVM and CRM best practices, exploit big data sciences and implement new tools for personalising the customer experience in every channel.
The approved roadmap signposted how the business would be impacted throughout the journey and gave stakeholders clarity for investment priorities and organisational changes. Implementation of the roadmap saw over 30% improvement in digital engagement and sales, reduced operating costs, better colleague engagement and new insights from big data that guide better customer strategies.
CASE STUDY #4: STEP CHANGING 1:1 MARKETING CAPABILITIES IN CONSUMER FINANCE
This Consumer Finance business recognised that it's traditional direct marketing strategy wasn't going to meet its ever increasing sales targets so, we were engaged to recommend how they should step-change the effectiveness of their customer marketing and maximise opportunities for maintaining growth. Starting with the vision, objectives and motivations of the business, we reviewed the marketing organisation through workshops, interviews, questionnaires and observation to compare against best practices.
We then created a transitional roadmap to show the key transformational steps across processes, knowledge, data, tools, people and culture. The roadmap formed the basis of gaining stakeholder buy-in to the new end-to-end customer marketing strategy and helped improve team engagement and motivation throughout. A pilot programme was sponsored to prove the case for rolling out the recommendation, which saw double-digit increase in return on marketing investment.
We then created a transitional roadmap to show the key transformational steps across processes, knowledge, data, tools, people and culture. The roadmap formed the basis of gaining stakeholder buy-in to the new end-to-end customer marketing strategy and helped improve team engagement and motivation throughout. A pilot programme was sponsored to prove the case for rolling out the recommendation, which saw double-digit increase in return on marketing investment.
