LexisNexis

The client A global leader in B2B solutions for the legal and business services markets.

The challenge In order to increase the market for its new integrated solutions-based offering for law firms, LexisNexis Total Practice Advantage™ needed to bring about a step change in its Customer Intelligent capabilities and an improvement in its customer experience.

Our objective To create an objective picture of current customer-facing capabilities to focus the LexisNexis on fixing any existing issues. To design an ideal end-to-end customer experience for LexisNexis Total Practice Advantage™, If met, these objectives would form the basis for the desired step change in Customer Intelligent capabilities to drive and maintain the agenda moving forward.

Our approach Mulberry Consulting ran a series of highly structured cross-business workshops to quickly identify the current state of LexisNexis Total Practice Advantage™ capabilities, assess future needs and scope out the gap that would need to be bridged in order to become for LexisNexis to become more Customer Intelligent for LexisNexis Total Practice Advantage™. High leverage priorities were identified and agreed by cross-business owners to resolve immediate issues. Mulberry Consulting also implemented Customer Journey Mapping (CJM) to model the required customer experience to deliver a market-leading solution sales capability.

Results As a result of the workshop activities, there was immediate and concerted action to address existing gaps and issues. Furthermore, CJM provided an effective mechanism to proactively manage the customer experience and created a platform upon which cross-business teams could deliver the change programme for organisation to become more Customer Intelligent.

““While this is still work in progress, we now have clarity of purpose, cohesion as a team and collective energy to drive this ambitious agenda to become more Customer Intelligent. The team from Mulberry Consulting have provided the approaches and focus to get us into action quickly and effectively.” ”

Rob Metcalf, VP, LexisNexis, Practice Management LexisNexis is a registered trademark and LexisNexis Total Practice Advantage™ is a trademark of