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Baker Strategy Group Helping Organizations Excel Through Effective Customer Strategy

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The success of any business strategy hinges on acquiring, retaining, and developing the right customers.  Our services are designed to help you meet these challenges.  These pages provide actual client examples of how the services we offer can directly impact your financial performance.

Our Customer Strategy Framework

BSG Customer Strategy Framework
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Automotive Supplier
IndustryAutomotive
EngagementStrategic Planning/Development
Contracting FirmMOVE Communications
TypeFor Profit 
2007 RevenueOver $1B
A $10 billion Fortune 500 automotive supplier designed a three-pronged strategy for developing its set of electronics products. This client engaged a consulting team to develop and run a dealer relationship development plan to promote the products and receive dealer feedback. This 3-month program has helped launch a new channel development strategy.

Engineering Services Company
IndustryManufacturing
EngagementProduct/Service Innovation
Contracting FirmBaker Strategy Group
TypeFor Profit 
2007 RevenueUnder $100M
This small subsidiary of an $8 billion company was having trouble getting marketing and sales to collaborate effectively. They brought in a consultant to conduct an internal discovery and recommend changes to the sales and marketing processes. The results were delivered and a strategy has been designed to develop the company's collaborative marketing efforts.

Quick Serve Chain
IndustryFood Service
EngagementCustomer Segmentation
Contracting FirmCFI Group
TypeFor Profit 
2007 RevenueOver $1B
A $1.5 billion Fortune 1000 food service company had developed multiple customer segment groups based on customer attitudes and behaviors. However, this company was unclear how to connect the segments to everyday operations. By applying customer profiling and cluster analysis, a consultant was able to help this client identify the key target segments for future growth.

Catholic Publisher
IndustryPublishing
EngagementCustomer Lifetime Value Analysis
Contracting FirmHile Design
TypeNonprofit 
2007 RevenueUnder $100M
This large publisher of Catholic books and periodicals serves a broad range of consumers. Baker Strategy Group analyzed over 1,700 survey responses to create a customer segmentation scheme. Our final recommendations identified three key customer portfolios that provide this client with the best revenue and profit growth opportunities.

Regional Bank
IndustryFinancial Services
EngagementCompetitive Assessment
Contracting FirmCFI Group
TypeFor Profit 
2007 RevenueOver $1B
A regional bank spent years developing a customer-focused culture, but it had no method for benchmarking its performance against national competitors. A consultant team designed a syndicated survey of over 2,500 respondents measuring the performance of ten of the top banks. The results provided the client a detailed competitive landscape across all aspects of the lending process, enabling it to develop operational improvements as well as an enhanced market positioning strategy.

Autmotive Electrical Systems Supplier
IndustryAutomotive
EngagementMarket Assessment
Contracting FirmMOVE Communications
TypeFor Profit 
2007 Revenue$100M-$1B
This subsidiary of a $150 million automotive supplier has outgrown its managerial structure. The president is seeking help from a consulting team to help restructure its marketing group and assess the viability of growth markets. The program is currently in progress and will conclude in September.

Art Museum
IndustryMuseums
EngagementValue Chain Analysis
Contracting FirmRoland Berger Strategy Consultants
TypeFor Profit 
2007 RevenueUnder $100M
A well-known Detroit museum sought assistance in further developing its website. After working with a consultant to understand how to serve the customer segments, a new site architecture was clearly needed. The consultant worked with the client resources to identify a strategic partner who offered services for approximately 30% of original cost estimates.

Quick Serve Chain
IndustryFood Service
EngagementCompetitive Assessment
Contracting FirmCFI Group
TypeFor Profit 
2007 RevenueOver $1B
A $1.5 billion Fortune 1000 food service company has two direct competitors. The company wanted to know how it measured up against these competitors in the customers' eyes. A consultant ran a competitive assessment across all three companies. The results identified clear strengths and weaknesses for each customer segment relative to the competitors. The client was able to build this learning into the brand development strategy for 2005.

Residential Services
IndustryHome Services
EngagementCall Center Effectiveness
Contracting FirmCFI Group
TypeFor Profit 
2007 Revenue$100M-$1B
This $1.3 billion subsidiary of a Fortune 500 home services company knew anecdotally that customers appreciate service follow-up calls. However, the labor time to make these calls is costly. Before rolling out this call process to all branches, the client wanted to determine the impact these calls had on customer retention. A consultant analyzed data comparing service-with-calls and service-without-calls and determined there was a clear business case for investing in resources to make these calls.

Economic Club
IndustryProfessional Associations
EngagementCustomer Retention
Contracting FirmCFI Group
TypeNonprofit 
2007 RevenueUnder $100M
A 2,000+ member economic club sought to revitalize its declining membership. The board hired a new CEO, and in her first year she worked with a consultant to develop a membership satisfaction program with the goal of improving the club's membership retention. The program gave the new CEO specific factors to focus on for improving retention.

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Baker Strategy Group | 2232 S. Main St. #173 | Ann Arbor MI 48103 | +1 888 BAKER-13 | info@bakerstrategy.com | www.bakerstrategy.com