A major gaming organisation wanted to understand how the business was currently using it’s data to drive better decision making and support best in class CRM activities.
What We Did
We deployed our proprietary Beyond Analysis toolkit that assesses an organisation’s customer centricity by reviewing core capabilities and activities against best practice. This involved an interview-lead process to uncover key issues/opportunities as they relate to an organisation’s ability to focus on the customer. Supplemented by a detailed data quality assessment and review of tools a gap analysis against the as-is and to be vision was created with a supporting investment case and road map.
The review gave the board a detailed review by business area and function of current operations, the gap between this and best practice , a prioritised view of the time and effort needed to bring each area up to standard, and the business benefit to be expected from these improvements.
The insights created by Will and the team at Beyond opened our eyes to how our customers were really behaving. These findings have had a material impact on our thinking and go forward strategy.