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.
Four engagements, one thread: the record and the next action.
Each row is the published scope of one engagement, sorted into where it touched the business. Read the full case below.
| Client | Systems & data | Website & journeys | Campaigns & workflows | Testing & reporting |
|---|---|---|---|---|
 | CRM processes and customer data governance | Website personalisation | Lead-nurturing workflows | |
 | Marketing-cloud migration and integration | Lifecycle review and journey mapping | Personalised email campaigns | Ongoing program of optimisation |
 | CRM and sales-process integration | Search intent and website conversion paths | Performance reporting for executive oversight | |
 | Website management and maintenance | Online enquiry management | Testing and personalisation |
01 / Isuzu AustraliaA 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
Streamlined CRM processes, strengthened customer data governance, introduced website personalisation and refined lead nurturing.
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.
- CRM processes and customer data governance
- Website personalisation
- Lead-nurturing workflows
Why it matters
The customer journey and the tools delivering it were considered together.
The work combined process design with implementation.
02 / MeccaReworking 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
Reviewed the lifecycle, built journey maps and ran a two-year optimisation program. The work included personalised email campaigns and migration to an enterprise marketing cloud.
- Customer lifecycle review and journey mapping
- Personalised email campaigns
- Marketing-cloud migration and integration
- An ongoing program of optimisation
03 / REMONDISConnecting search intent to the sales process.
The challenge
REMONDIS wanted to develop digital lead generation beyond its established sales approach.
The work
Connected customer search intent with the website, CRM and sales process. The work included 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.
- Search intent and website conversion paths
- CRM and sales-process integration
- Performance reporting for executive oversight
Why it matters
The website experience and the enquiry process have to work together.
This engagement addressed both.
04 / ColliersMaking 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
Managed and maintained the website, ran a structured program of testing, introduced personalisation and reworked online enquiry management.
- Website management and maintenance
- Testing and personalisation
- Online enquiry management
YOUR NEXT DECISION
Start with the system you already have.
Bring the customer decision you want to improve. The proof tests one candidate and gives you evidence for what to do next.