Services company · Services
From scattered customer feedback to commercial intelligence
Customer feedback spread across sales, after-sales service and surveys, brought together into a single segment-level view.
Context
A multi-business services company received customer feedback through several channels — sales teams, after-sales service and satisfaction surveys — without a consolidated view. Signals of churn risk or upsell opportunity were identified case by case, often too late to act.
Approach
- 01Consolidation of customer feedback from sales, after-sales service and satisfaction surveys.
- 02Customer segmentation by value and exposure to churn risk.
- 03Customer journey mapping for priority segments, from first contact to after-sales support.
- 04Cross-analysis of qualitative signals with existing commercial indicators: margin, order frequency and complaints.
- 05Delivery through a customer intelligence dashboard shared by sales and service teams.
Outcomes
- A consolidated view of customers by value and risk segment, previously fragmented across several tools.
- Friction points identified along the customer journey, with a clear order of priority for remediation.
- A shared dashboard for sales and service, updated without manual re-entry.
- A common basis for prioritising retention and account development actions.
Methods used on this engagement
Why this concerns you
When every team has its own view of the customer, no one has the complete picture.
Three other cases
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Consulting
Enriching an internal methodology with AI
A proprietary methodology that had gone static, turned into an adaptive delivery system.