
A 5 year strategic plan: Linking value to customer experience
For a UK based subscription business, we developed a 5 year strategic plan which validated the company’s strategic focus as well as defining a doable implementation plan with realistic financial investment case. As part of this effort, after a quick diagnostic of the market, we had in depth look at the company’s business model and identified the top financial drivers. Armed with these insights, we then analyzed the customer journeys and identified key pain points and size of impacted customers.
These inputs informed a well targeted list of strategic initiatives linked to financial value and customer experience improvement, developed with cross-functional teams. Finally, we prioritized and phased all initiatives to ensure a doable plan based on resource constraints and interdependencies. The final outcome was a success giving both the Board and the Executive Team a clear visibility into the trade-offs and a viable launch pad to transform the organization.