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.
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:
learning (formal + informal)
Knowledge and Expertise
goal is to equip clients with dynamic business capabilities for coping
with dynamic business processes and market consitions. Were 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
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.
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.
to study the importance of trust in the G2C (government-to-citizen)
and G2B (government-to-business) electronic interactions.
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.
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.
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.