Customer Management
Knowledge Management

Customer Management

As customers and consumers gain near-perfect information on their purchasing options, traditional marketing channels are being disrupted-and often replaced - by other information - rich alternatives. And as competitors learn to interpret the deluge of customer behavior data and deploy more customer-centric brand and product portfolios, the warfare to acquire, retain, and develop customers continues to intensify.
Mills & Mills Consulting approaches include CMAT™, a framework that helps client companies thrive in today's turbulent market environment by measuring, managing, and maximizing the financial and strategic value of their customer assets. This brand portfolio strategy, service management, and channel strategy tool sets enable clients to build and execute more relevant, tailored marketing strategies and programs that both cope with, and capitalize upon, the complexity and pace of change in today's world.

Knowledge Management
We’re working with leading academic institutions and international business thought leaders to optimize key drivers of knowledge capital for superior operating performance and value creation. These drivers enable market strategies to be fulfilled faster, more effectively. We provide innovative methods and tools enabling managers to optimize key knowledge capital drivers:

  • Communities of Practice (CoPs)
  • Social Networks
  • Action learning (formal + informal)
  • Generative (double-loop) learning
  • Tacit Knowledge and Expertise

Our goal is to equip clients with dynamic business capabilities for coping with dynamic business processes and market consitions. We’re collaborating with early adopter thought leaders to create innovative prototypes of next generation knowledge and intellectual capital management methods.

Knowledge Management and Customer Management have become a recognized hallmark of successfully integrated enterprises. The challenge to government organizations parallels that of their commercial counterparts - how to foster peer-to-peer collaboration and knowledge sharing while controlling the traditional tendency towards stove-piped data collection and reporting. Mills & Mills Consulting can help local governments in order to understand and coordinate attention to economic, organizational, cultural and technological issues of e-gov KM programs.
Our experienced KM team of experts can bring in e-gov strategic projects a number of action research methodologies

  • Communities of Practice Dynamic Clustering to create "know-how" Web services to deliver expert knowledge at the point of need and reducing the cost of knowledge transfer to the citizen points of contact.
  • Social Network Analysis (SNA) to assess patterns of knowledge sharing in an organizational unit and to identify appropriate interventions, focusing on the critical role of human networks in creating and sharing knowledge in organizations.
  • Trust Assessment to study the importance of trust in the G2C (government-to-citizen) and G2B (government-to-business) electronic interactions.
  • Knowledge Intermediary Roles Definition to support the definition of job descriptions and help PA managers in determining how human intermediaries connect people to the knowledge and expertise they need.
  • Knowledge Mapping for E-procurement to incorporate knowledge management concepts into e-procurement processes that include Products & Services Sourcing, Customer Relationship Management, and Supply Chain Management.

Through the World Institute for the Digital Economy (WIDE) international network of experts we can help Italian local governments and the central administration to learn how other governments - in Europe and non-EU e-gov leading countries (e.g. Singapore, US, Malaysia, etc.) - at many levels are employing KM strategies and BCE ("better customer experience") management policies to maximize the value of their human resources.