Customer Strategies • Independent advisory since 1988
Turn customer ambition into an executable, governed transformation.
Technology-agnostic advice for customer strategy, CRM, data, service and growth—grounded in more than three decades of complex program experience.
30+ years
independent advisory heritage
60+ programs
enterprise and government
9 blocks
one transformation system
Vendor-neutral
advice without sales bias
Advisory and transformation
Clarity before technology. Outcomes before activity.
We help leaders understand current maturity, agree the target state and sequence practical initiatives across people, process, information, technology and governance.
01
MATURITY EVALUATION
Evidence-led assessment across the Nine Building Blocks with executive alignment and a prioritised roadmap.
02
CUSTOMER AND CRM STRATEGY
Vision, experience priorities, service models and measurable outcomes linked to purpose.
03
TECHNOLOGY EVALUATION
Independent CRM, CDP, MMS and platform requirements, selection and implementation assurance.
04
DATA AND INSIGHT
Single-customer-view strategy, data mapping, reporting and responsible information use.
05
GROWTH AND SERVICE DESIGN
Membership, retention, acquisition, revenue, loyalty and service initiatives.
06
PROGRAM GOVERNANCE
Business cases, architecture, delivery oversight, change, benefits and assurance.
A practical path
From uncertainty to evidence.
DISCOVER
Questionnaires, targeted interviews and evidence reveal the real starting point.
ALIGN
Workshops establish vision, priorities and decision rights.
DESIGN
A staged operating model, architecture, roadmap and resource plan.
ASSURE
Governance, delivery support, benefits tracking and independent review.
A proven organising system
The Nine Building Blocks.
Customer Strategies operationalised Gartner’s eight building blocks and added Governance, Compliance and Assurance so transformation remains ethical, controlled and defensible.
Vision and strategy before solution design
Customer experience linked to process and capability
Information, insight and technology as enablers
Metrics tied to value, adoption and outcomes
Governance, compliance and assurance throughout
Make the next investment the right one.
Begin with a focused maturity and opportunity discussion. We will define a proportionate first engagement and the evidence it should produce.
© Probity Partners Australia Pty Ltd
Independent advisory • Governance • Compliance • Assurance