What We Do

We help businesses unify all customer initiatives across the organisation. To do this we work across and within the functions of brand, product, pricing, sales and service customer experience (digital, telephony and retail), content development, engagement, technology and advertising.

We get practical clarity on the status of the product portfolio, market segments, the customer experience being delivered. We confirm how well the sales and service channels understand the product portfolio, key products and their features and benefits.

We often simplify, making it easier for prospects and customers do business – particularly where there is a high degree of complexity in product design, technology, regulations and customer needs.

Knowing how your competitors or similar industries perform is central to improving. We know the sales and service experience, and products on offer from competitors. This keeps the solutions focussed, practical and relevant.

CVP’s Most Popular Products

CVP Most Popular Products graphic

Segmentation Playbook™

  • This is a product that supercharges organisations. CVP’s proprietary methodology designed to make it easy for customer-facing channels to translate complex and technical product detail into customer interactions. New employees and those that do not have marketplace expertise get ‘marketplace ready’ very quickly.
  • Unique multi-faceted segmentation model allows sales, service and communications personnel to know the needs, product features, benefits and talking-points relevant to each customer segment.
  • The tool of using Personas is limited, and the Segmentation Playbook™ takes this concept to the next level and is the foundation to scaling sales and services. Know why you are growing, and don’t let your customers get lost as they travel through your organsation.

Competitive Benchmarking Studies using Strategic Sales Dimensions®

  • Comparative studies that benchmark how competitive your organisation is performing in the marketplace.
  • Your company vs nominated competitors’ sales or service customer experiences – digital, contact centre or retail.
  • Utilises CVP’s proprietary Strategic Sales Dimensions® methodology – the most effective way to determine whether your firm or your competitors are succeeding with the 6 key behaviours which determine success when selling complex services.

Customer Value Builder® – Digital, Contact Centre, Retail

  • CVP’s proprietary methodology that designs and documents the end-to-end, repeatable and scalable sales and service experiences.  You will know and be able to explain why certain products are selling and why not.
  • For digital, contact centre, retail and face-to-face channels. The sales and service experience is ready for Learning and Development people to train, and complementary digital experience ready to code.
  • Gives clients the ability to influence the three key factors that underpin successful customer experiences: Empowered People; Market-leading Processes; and Effective and Consistent Control.

Service Areas

Customer Experience Improvement

For contact centres, digital channels and sales and service teams
  1. Customer Value Builder® – Sales experience design, Service experience design
  2. Customer Experience Mapping
  3. Customer experience – Competitor Benchmarking

Content Development

Delivering content aligned to business, brand and the marketplace
  1. Content for sales and service channels and advertising
  2. Industry, technical, technology and regulation content developed for internal stakeholders and customers
  3. Content – Competitor Benchmarking

Product & Segmentation Improvement

Segmentation Playbook™ – for executive leadership, sales and service channels and all marketing functions.
  1. Product Features and Benefits – for contract centres, digital sales and sales and service teams
  2. Segmentation Playbook™
  3. Persona Profiling
  4. Product – Competitor Benchmarking

Business Alignment

Bringing the customer and marketplace into the organisational structure and key strategy documents
  1. Audits and reviews of brand, product, sales and service channels, advertising and content organisational structures and position descriptions
  2. Development of learning and development content to better align business functions to the business and brand strategy
  3. Development and delivery of business and marketing strategies that need to be communicated in a way that speaks to the marketplace, not just to technical or industry experts who may not be focused on the marketplace