Methodology
Customer-value model across segmentation, needs & jobs, value proposition, experience and value measurement.
Components
Segmentation; Customer needs & jobs; Value proposition design; Experience & journey; Value delivery; Value & loyalty measurement.
Governance
Executive and BU leaders own; customer/strategy functions enable.
Maturity levels
L1
Initial (0–40) — Ad-hoc, undocumented, reactive.
L2
Developing (41–55) — Framework emerging; pockets of practice.
L3
Defined (56–70) — Documented, standardised, governed.
L4
Managed (71–85) — Measured, benchmarked, continuously improved.
L5
Optimised (86–100) — Strategic asset; competitive differentiator.
Implementation roadmap
Diagnose (assess maturity) → Design (tailor framework & governance) → Build (strategy, plans, tools) → Embed (cascade, capability, cadence) → Sustain (review, learn, re-score).
Deliverables
Framework document, governance & RACI, templates, maturity score & roadmap, board reporting pack.
Advisory opportunities
Customer-value diagnostic; Value-proposition design; Experience strategy.
Across the Business Strategy ecosystem
Knowledge graph · 4 relations
operationalised by
integrates (inverse)