SCHEMA® – Your Customer Centric Framework


A framework and approach by which your organisation will understand its current capability and shape its future capability to deliver the form of customer centricity that is right for you and which produces sustainable incremental profit.

The Basis of SCHEMA®

There are only four Levers that you can use to increase the profitability of customer-based activities. You can:1.RETAIN more customers for longer, focussing on the best customers.2.Manage and decrease customer-related costs (EFFICIENCY)3.ACQUIRE more and/or a better mix of customers4.DEVELOP (PENETRATE) both the direct and indirect financial value of all customersThese levers need to be supported by effective & efficient ENABLERS and built on customer-orientated FOUNDATIONS

SCHEMA® Delivers

  • An objective, detailed and quantified assessment of current Customer Management capability benchmarked against Market Norms and World-Class practice.
  • A clear description of a challenging but realistic ‘Target’ state for Customer Centricity in enough detail to drive alignment and to change behaviours.
  • A prediction of the levels of profitability uplift that could be delivered by achieving the target state, modelled against your own value drivers.
  • A definitive and prioritized set of focus areas for improvement activity at a level of detail to suit your own planning approach.
  • Fair and relevant targets for capability uplift and value driver performance levels to support the allocation of responsibility and accountability for delivering the future state.

About Us

EPIc Consulting has been formed with a mission to help you experience ‘Customer Centric’ growth. We have a firm conviction that doing what is right for your customers by developing a deep understanding of their purchase behavior, needs and expectations is the way to grow sustainable businesses... More