In an environment as dynamic and competitive as the current one, it is essential for the management of companies to have a good analysis, capable of supporting findings that are robust, rational and free from prejudices, on the current situation of the company and its possibilities of growth.

At SPC ServiceProfit Consulting we work hard to provide the information, conclusions and recommendations needed to:

Through rigorous analysis methodologies and a healthy critical spirit which leads us to constantly ask why, we can reduce uncertainty, isolate events from non-rational beliefs or prejudices commonly widespread in companies and limit the emotional factors involved in making key decisions.

Special attention should be drawn at our ability to deal with the accumulation of enormous amounts of data and information, and the lack of utilization of these data that we have seen in many of our clients. At SPC ServiceProfit Consulting we know how to tackle:

Our goal is to develop a realistic and detailed understanding of the current situation of a company or business unit, its development possibilities and likely alternatives, in terms of:

At SPC ServiceProfit Consulting we have extensive experience facing different business situations, in numerous companies and sectors, enabling us to quickly reach an objective and accurate understanding of the situation of each client and to identify key levers to build a sustainable competitive advantage.

The development and loyalty of existing customers is much more efficient than the acquisition of new customers. Based on this, at SPC we specialize in the development of models that take into account all customer variables, both operational and perception, in order to explain their repeat purchase behavior. This allows us to optimize the prioritization of resources to implement those actions with the greatest impact (eg reduction in churn, increased ARPU, ...)

It is clear that customers have different needs and behaviors, and so their value for the company is also different. We help segment customer databases so as to design and deliver differentiated value propositions for each segment. What is important in a segmentation is not to separate customers into groups but rather what to do with each segment.

We also work with companies who work in mass markets to maximize the efficiency of their marketing campaigns, identifying those customers who meet certain requirements and are best suited or will produce better returns to each campaign. In this way we avoid wasting valuable resources nor contacts with customers with offers that have no value for them.

See an example of our work: Customer clustering

Although every customer is unique and his decisions and behavior are affected by numerous factors, it is shown empirically that the observation of certain behaviors or actions on customers, such as a decrease in the frequency of use of a service, anticipates and increases the likelihood of other future customer's decisions, such as the cancellation of his contract.

From simple models such as the above example, to very complex models with many variables, we help our clients to predict which customers are more likely to accept an offer, or to show certain behaviors, what impact this will have on the company and what actions can be taken to influence that behavior. SPC ServiceProfit Consulting has extensive experience using this methodology in the prevention of cancellations and bad debt.

A model is a simplified representation of the reality of the business and operations of a company that is built to simulate or predict the performance of the company under different scenarios or to estimate the impact of strategic or tactical decisions that modify the key variables of the company's business model.

A good model is essential to evaluate strategic alternatives, investment / divestment decisions, mergers or acquisitions, etc.. This is one of the distinctive capabilities of SPC ServiceProfit Consulting.

We have experience valuing companies, business units, or the impact of certain events or decisions in the value of a company. SPC ServiceProfit Consulting regularly participates in the process of buying or selling companies, as well as in the process of valuation in arbitration disputes, preparing the necessary documentation to support and communicate the findings, such as developing sales booklets.

This is one of the essential parts of the evaluation of strategic alternatives or the validation of financial projections and valuation of a company. At SPC Serviceprofit Consulting we analyze in detail the overall commercial process of the client, evaluating its commercial network, customers, suppliers, competitors, current geographic markets as well as potential markets, new products from the company and its competitors, substitutive products, etc..

Many companies, suffering from an excessive focus on themselves, their products, processes and even in just their customers, they forget to look around them and are unable to see the opportunities that are passing and the threats that surround them.

Sometimes it is very valuable for firms to undertake a market analysis and reflect on their competitive environment, where to position themselves in markets where they compete and what similar companies are doing in other geographic markets. Experience shows that there is much to learn from what other companies do, what is done in other areas or what is done in other countries. Benchmarks also allow them to compare variables and indicators such as prices, costs, productivity indicators, etc. with competitors.

A thorough knowledge of various industries and our extensive network of national and international contacts, enables us to provide sufficient depth and breadth to the competitive analysis that we carry out.