Services for product providers and asset managers

Developing sales and marketing strategies

We can work with top teams to develop sales and marketing strategies. One of our preferred ways of doing this is to run workshops with the senior management group. We research and develop future market scenarios and, during the workshops, use them and input from the senior team to build a range of strategic options. We then use a series of analytical tools to evaluate the potential attractiveness of each option and its fit with the organisation’s relative strengths and weaknesses. The final outcome of this process is not just the strategy itself, but also an agenda for what has to be done to make each strategy work.

Distribution

For example, for Seguros Génesis, in Spain, we ran a five day workshop with senior management, at the end of which we had developed and agreed a customer proposition and supporting product strategy for their face-to-face sales channel.

Sales process design

We can develop new sales approaches and refine and improve the effectiveness of existing processes. We research customer expectations and analyse the objectives and competitive strengths of the organisation. For existing sales processes we examine current sales performance and processes to identify where things are going well and where they are going less well. We research customer and sales adviser experience of the existing process, and bring all this analysis together to create a completely new process or a plan to bring about sustainable improvements in performance, starting with quick fixes.

Distribution

For example, for Bradford & Bingley we developed a new sales process for their independent financial advisers to advise on and sell personal pension plans more efficiently, and without loss of quality of advice or service to the
customer.

Distribution channel effectiveness

We can improve the productivity and profitability of existing sales distribution channels. We model and analyse existing sales performance by product, customer and customer group, sales person and sales team to identify strengths and weaknesses. We carry out research amongst customers, intermediaries and the sales people and managers as appropriate to identify opportunities for improvement and work with management to develop workable solutions and to prioritise actions. Where necessary, we can lead or work with an implementation team to put those solutions into practise and deliver the benefits.

Distribution

For example, for NFU Mutual we worked with the
management and support staff of two of their specialist sales teams to develop strategies to improve sales volumes and profitability substantially. We then worked with project teams to implement the solutions and track the benefits, and continued to do so until the required
improvements in productivity and financial results had emerged.

As a second example, for Cavendish Asset Management, we carried out an in-depth quantative and qualitative research project in the IFA market to help inform their future sales and marketing plans. This involved a combination of on-line, telephone, and in person interviews over a 4 week period and culminated in a presentation and workshop with senior sales and marketing management, at which we presented our recommendations and discussed implementation plans.

Improving profitability and cost effectiveness using customer feedback

We can demonstrate how to use customer feedback. Not just to measure customer satisfaction, but to improve the profitability of your customers, enhance the cost-effectiveness of your service delivery, shape your future strategy and marketing, and help to shape the design of your products and services.

We can advise you on how you can harness the feedback you already get from your customers, whether you need to supplement this with specific research, and, if so, how. We design and implement research programmes and work with you to understand what the outcomes of the research mean for your business. We can even translate the findings of the research into specific action plans with measurable outcomes.

Improving
feedback

For example, for former IFA network DBS, we carried out intensive and on-going research with their members to help them understand how they could further develop and improve their services, making them both more cost effective and valued to members, thereby improving their retention and recruitment of adviser firms.

• services for product providers and asset managers

• services for small to medium sized financial advisory firms

• services for larger IFAs, networks and support services organisations

• services for mortgage and insurance brokers

• services for solicitors and accountants