01

Immerse

Becoming an extension of your team
starts with our immersion into your business.
  • It's about listening to your goals, challenges and frustrations. 
  • Connecting the dots to reveal how these stories manifest themselves in the performance of your business. 
  • Establishing a 360 degree view of your world.
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A "Top Down, Outside In, Customer Out" Approach

This method ensures that we establish a full understanding of the variables that contribute or detract from your success.

"Top Down"
The strategies, goals, challenges & perceptions at all levels of the organization

"Outside In" 
The business climate you operate in, the environments you compete in & how that impacts the customers your sell to

"Customer Out"
The behavior of your customers through their lifecycle & the level of insight your reporting provides

Justin Perry, CEO & Founder, Conduit Innovation
"Change" can be stressful to an organization.  During this stage we take special care to ensure stakeholders have a voice and feel like they are a part of the process.  With all relevant stakeholders aligned, the metamorphosis can begin.
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02

Validate

There's a big difference between
"thinking you know what your customers think"
and "knowing what your customers believe".

In this stage, we actively seek to:
  • Validate your internal hypothesis about your customer's motivations
  • Uncover external factors which contribute to their buying behavior
  • Explore the relationships they have with their own customers that impact their relationship with you
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Customer Experience Profiles & Insights

A convergence of our methodology, market research & the voices of your own customers.

We develop a series of attribute based segments of your customers revealing the true context behind their actions. 

  • Pre- Customer Buying Processes & Experiences
  • Customer Lifecycle Experiences
  • Customer Environmental & Competitive Factors
  • Use Case & Applications 
With a full qualitative understanding of your customers, it is now possible to prioritize the segments based on actual buying behaviors.
Mary-Clare Lavallee
The perceptions and behaviors of customers are changing faster than ever before. Understanding your customer means discovering the real reasons behind their behavior. 

We identify those external forces enabling you to
both predict & influence the behavior of your customers in the future.
Learn More about Customer One
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03

Prioritize

While all customers are special, the actual behavior of your customers can vary greatly.

In this stage, we examine the behavior of each customer segment across a variety of factors including but not limited to:
  • What they buy
  • When they buy
  • How often they buy
Connecting the "profile" of a customer
with the "value" that customer represents
to the business is the final pre-requisite
for a successful transformation strategy. 
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The Key to Organizational Alignment 

Translating the financial impact that your company's customers represent to the business becomes a rallying you need to make the concept of "transformation" real:

  • Revenue Contribution
  • Performance vs. Existing Organizational KPIs
  • Seasonality Factors to Buying Behavior
  • Customer Lifetime KPIs
  • New Customer ROI Forecast & Expectations
  • Impact to Product/Category/Add-Ons etc.
We will work with you to design contextual KPIs that will augment the way you currently measure success to better shape how your organization assigns value & priority to customers moving forward.
Natalie Deych, CTO & Co-Founder, Conduit Innovation
When a company has a complete understanding of who their customers are and the role they play in it's success, they will have the key to eliminating organizational silos forever. 

A customer centric data model, properly integrated into the technology that runs the business, canl unify vision, goals, reporting & strategy at every level of the organization.
Learn More about Data One
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04

Strategize

With a unified vision & understanding
of your most valuable customers,
it's time to bring the strategy to life.

In this stage, our focus is:
  • To design a Strategic & Tactical Plan that maximizes your strengths while also finding opportunities to position perceived weaknesses into differentiators where applicable.
  • Maintaining continuity of vision by integrating relevant stakeholders throughout the process.
  • Continuously evaluating the merit of strategic decisions against their ability to satisfy the needs of your most valuable customer segments. 
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A Strategy & Tactical Plan Built to Suit

We architect the right plan of attack,
with the confidence it will yield the desired results.

  • Business Strategy & Forward Vision
  • Goal Setting & Reporting Requirements
  • New Customer Acquisition & Retention Strategies 
  • Integrated Technology Requirements
  • Workforce Planning & Shaping Requirements
  • Change/Transition Management Recommendations
Leaving the internal silos, organizational gaps & fragmented tactics of the past behind, we function as a conduit to your integrated, customer centric future. 
Your new customer centric strategy is designed to enable more agile & data driven decisions across the business.  It also informs future technology choices.

In fact, our INNOV8 process empowers Leaders in your company with the best available business, data & functional requirements to make the right technology choices to drive scalable adoption.
Learn More about Data One
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05

Unify

With unified goals and strategies, we're able to better see the gaps, redundancies and misalignment in your current processes and technology platforms.

In this stage, our goal is to:
  • Finalize an integrated plan for technology investment & consolidation
  • Logically arrange the new technology plan into an integrated roadmap 
  • Refine business, functional & data specifications for implementation
  • Liaise with your IT Department to ensure all parties are strategically & tactically aligned
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Say Goodbye to Useless Technology

By this stage in our engagement, the requirements of the platforms in your business & the people who are responsible for them are clear.  We will work with your organization to select, source & integrate the right mix of technology including but not limited to the following:

  • Sales & Marketing Automation Tools & Workflows 
  • Lead Generation & Attribution Tools
  • Analytics & Content Management Systems
  • Customer Loyalty and Retention Tools
  • Integrated Reporting, Dashboards & KPI's
Equipped with a new customer-centric strategy and a blueprint for how the new technology ecosystem will power the vision, an organization can march into the tactical phase of the transformation process with confidence.
You can't architect your future without understanding your present and reconciling your past.  Without the benefit of the INNOV8 process, your organization faces the very real risk of growing internal technology budgets with marginal impact to show for your investments.
Need to get your sales, marketing and IT platforms on the same page quickly? Check out Technology One.
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06

Align

In-house or outsourced?
We guide you to the right answers & provide the support you need to build a stable of reliable vendors.

In this stage, we jointly align resources, roles and responsibilities:
  • Workforce Planning 
  • Workforce Shaping
  • Process Creation Support
  • Transformation Educational Content & Workshops
  • Vendor Sourcing
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Configured for Sustained Success

A plan is worthless if it can't be executed. That's why we work with you to ensure the right support is in place for the future.

We will work with your organization to align resources, bandwidth and requirements required for execution and scalability:

  • Develop a realistic implementation plan, timeline and budgets
  • Coordinate the assignment of internal "Transformation Leaders" to champion & drive execution within throughout the organization
  •  Align internal resources with necessary capabilities and provide skillset gap analysis 
  • Source external partners to augment bandwidth & skill set gaps 
  • Develop an internal communication strategy of the new structure & goals to promote organizational buy-in 
A vision for the future that does not consider your present reality is just wishful thinking. We've not only considered the immense challenges of running a business amidst a major transformation initiative, we've built solutions to help you overcome them.

Need to augment your staff's expertise or bandwidth?
Check out Vendor One.
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07

Implement

Unlike traditional consultants that hand you a strategy and head for the exit, we continue to work alongside you throughout execution.

In this stage, we provide ongoing support:
  • Cohesive Communication Strategy Across the Organization
  • Consensus Waypoints throughout the Process
  • Vendor Management
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When the Rubber Meets the Road

From targeted support of internal teams to turnkey implementation as a managed service, our model makes it easier for organizations of any size to bring their innovative ideas or concepts to life quickly & for maximum impact.  

  • Ongoing oversight to ensure the business vision, goals and strategy are never sacrificed
  • Continuous internal stakeholder alignment during the process including any course correction required or business case development
  • Consensus points throughout the process to maintain momentum

We can help you through every step--or any step--wherever you happen to be on your journey to business and digital transformation.

Our service model allows for the groundwork for innovation to be completed without burdening our clients' internal teams. At the same time, we keep key personnel engaged and invested throughout the process in order to accelerate a successful implementation.

See how our INNOV8 process enabled Fit Factory to become the most member-centric fitness destination experience in a hyper competitive market.
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08

Innovate

With your metamorphosis complete,
its time to put the right support structure in place
insuring the benefits of your transformation endure.

In this stage we:
  • Work together to determine which activities from the INNOV8 process should continue perpetually or periodically
  • Jointly gauge the viability of whether ongoing activities & functions can be accomplished in-house as opposed to externally
  • Provide a series of recommendations & high level plan to ensure that your organization has the resources it needs to thrive now that your metamorphosis is complete.
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Your Perpetual Copilot

We have architected variations of the INNOV8 components to enable our clients leverage Conduit Innovation in more bracketed capacities to ensure that their successful transformation remains successful.

  • Ongoing Customer Experiece Support 
  • Ongoing Vendor Sourcing Support
  • Integrated Reporting & Data Management Support
  • Executive Level Advisory Services
  • Creative Strategy, Branding & Digitial Services
With multple ways to leverage Conduit's ongoing value & support, our clients can take comfort in the fact that their efforts will not go to waste. 

 
We designed our INNOV8 process to remove every conceivable variable that makes a transformation fail. 

Our ongoing service model reflects the ongoing commitment that we have to our clients by addressing the key ongoing variables which will ultimately undermine success long term.
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