What we do

Round provides our clients with a framework, methodology and award winning application, CCDirector, to guide their journey to customer centricity. Our toolset is supported by our experienced consultants who provide as much or as little input as each client requires.

Round customer centricity framework uses the powerful image of baseball (which we acknowledge is a strange choice for non-Americans) to define the four stable and consistent types of customer experience. Hover over each base in the picture below to see their definition.

The bases in the baseball model provide the vital customer dimension in managing change. By mapping the strands of capability, grouped by the enablers of the customer experience, to the bases generates the customer centricity profile that uniquely defines an organisation - its customer centricity DNA in effect.

The profile provides a view of the organisation that is totally new, showing:

• How aligned an organisation is on delivering its customer strategy
• Rapid identification of strengths and weaknesses
• Where to prioritise investment

Round’s RUTE methodology applies the framework in a practical way to allow organisations to make lasting business change. The CCDirector application embodies the framework to enable the assessment, planning and management of the organisations customer centric capabilities.

 

Why Baseball?

As a UK based company we certainly cannot be accused of blind patriotism to our national game.

Business change is inherently complex and to engage the whole organisation in the process of change requires a simple but powerful metaphor. Sporting metaphors work well as managing customers is a team game and baseball is the only sport that is both structured and incremental in its strategy. It is also the only sport that is coached on the field of play and tactics change pitch by pitch - just like in business.

Please contact us if you would like to be sent more detailed information about Round’s customer centricity framework.