Customer work, from the record to the next action.
CRM, customer journeys, personalisation and digital sales. These engagements show how NTWRK has worked inside businesses to improve the connection between customer information and the work teams do with it.
A stronger foundation for the customer lifecycle.
The challenge
Isuzu Australia wanted to improve customer lifecycle management and the CRM processes supporting a growing market.
The work
NTWRK streamlined CRM processes, strengthened customer data governance, introduced website personalisation and refined lead nurturing.
What the engagement covered
- CRM processes and customer data governance.
- Website personalisation.
- Lead-nurturing workflows.
Why it matters
A useful customer record needs a route into the next action. This engagement connected work on the data with the website and lead-nurturing processes using it.
Reworking the customer journey and the systems behind it.
The challenge
Mecca's customer lifecycle journeys and marketing technology needed to support a more useful customer experience.
The work
NTWRK reviewed the lifecycle, built journey maps and ran a two-year optimisation programme. The work included personalised email campaigns and migration to an enterprise marketing cloud.
What the engagement covered
- Customer lifecycle review and journey mapping.
- Personalised email campaigns.
- Marketing-cloud migration and integration.
- An ongoing programme of optimisation.
Why it matters
The work combined process design with implementation. The customer journey and the tools delivering it were considered together.
Connecting search intent to the sales process.
The challenge
REMONDIS wanted to develop digital lead generation beyond its established sales approach.
The work
NTWRK connected customer search intent with the website, CRM and sales process. Reporting gave executives a clearer view of performance and return on investment.
What the engagement covered
- Search intent and website conversion paths.
- CRM and sales-process integration.
- Performance reporting for executive oversight.
Why it matters
An enquiry is only the start of the commercial process. The work connected the signal that brought someone to the website with the team responsible for following it up.
Making the website more useful to prospective customers.
The challenge
Colliers wanted to improve how its website engaged visitors and how online enquiries were managed.
The work
NTWRK managed and maintained the website, ran a structured programme of testing, introduced personalisation and reworked online enquiry management.
What the engagement covered
- Website management and maintenance.
- Testing and personalisation.
- Online enquiry management.
Why it matters
The website experience and the enquiry process have to work together. This engagement addressed both.
YOUR NEXT DECISION
Start with the system you already have.
Bring the customer decision you want to improve. The 30-day POC tests one candidate and gives you evidence for what to do next.