Client Innovation

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INCREASING CLIENT VALUE THROUGH INNOVATION

Mawenzi Partners helps senior management, marketing and sales departments to innovate so its clients can foresee market trends and sustainably increase their unit value.


Mawenzi Partners has developed a strong expertise in implementing innovation strategies through specific methods and Test & Learn laboratories, in redefining the multi-channel customer experience using client knowledge and big data analyses, in customer segmentation and in CRM strategy and loyalty programmes definition.

 
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CUSTOMER CASE - FINANCIAL SERVICES

INNOVATION CONCEPT AND TEST & LEARN LABORATORY

In a hostile economic and regulatory climate, a major consumer credit operator commissioned Mawenzi Partners to further differentiate and enhance the performance of its personal loans service by implementing an efficient and enduring innovation concept giving rise to unique, traffic-generating service ranges and ensuring that these are successfully marketed.

STEPS & DELIVERABLES
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Assessment of the innovation Analysis of previous campaigns Portfolio of differentiating services Innovation concept formalized
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CUSTOMER CASE - TRANSPORT

MULTICHANNEL CUSTOMER EXPERIENCE

As part of a major multichannel customer relation development and digitalization programme, the marketing department of a leading transport company chose Mawenzi Partners to overhaul the Multichannel Customer Experience on all points of contact (physical and digital) and for all customers, with a focus on incorporating differentiating features by customer segment.

STEPS & DELIVERABLES
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Guiding principles of the Multichannel Customer Experience Customer experience differentiated by segment Marketing objectives per channel Key events and associated KPIs
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CASE STUDY - TRANSPORT

CUSTOMER RETENTION PROGRAM

Faced with challenges in terms of customer innovation, differentiation, modal competition and expansion into new global markets, a major European transport operator chose Mawenzi Partners to rework its international customer retention programme with a view to further involving passengers in a relational dynamic and rewarding its best passengers.

STEPS & DELIVERABLES
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Programme challenges and goals Marketing pledge and mechanics of customer retention by country Multichannel customer incentive plan Business plan and trajectory
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CUSTOMER CASE - DISTRIBUTION

CUSTOMER KNOWLEDGE AND BIG DATA

With a view to defining an appropriate customer path, a leading mail-order sales operator specializing in equipment and accessories for motor sport and leisure commissioned Mawenzi Partners to enhance customers knowledge (individuals and businesses) and identify relevant customer segments.

STEPS & DELIVERABLES
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Research on product groups and sales channels Customer retention study RFM approach combined with customers' business Profile of a customer segment
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