Context
One of Uzbekistan’s leading fintech companies. Its next stage of development required a more customer-centric business model and an integrated service offering.
Objective
Develop a transformation strategy, a customer-centric business model and an integrated super-service model; identify growth opportunities and support execution.
Role
Strategy and transformation project lead; worked with shareholders and the executive team on the customer-centric business model and its implementation.
Approach
- Transformation strategy for B2C and B2B businesses.
- Customer-centric business model and integrated super-service model.
- Distribution, value proposition, brand, communications, culture and organisational development.
- Preboarding, onboarding and B2B customer lifecycle management.
- Service bundling and development of banking and digital partnerships.
- Implementation support.
Outcome
A strategy and development plan were produced; foundations for B2B customer lifecycle management were implemented, service bundles prepared and partnerships developed.
During the first year, the team developed the strategy and growth plan, established the basis for service packages and introduced core B2B customer lifecycle processes.