Develop a roadmap for us—Beequip, a leasing provider for capital-intensive investment goods such as containers, warehouses, construction cranes, and heavy trucks—that will help us transition from three years of rapid growth to sustained, structural growth, with customer experience as the core focus.
Execution
Business/Marketing strategy
- Defining personas: For each of the key target groups, particularly based on customer size, I developed distinct persona descriptions as the foundation for a data-driven approach.
- Developing customer journey maps: For each persona, I created a detailed customer journey map, outlining how Beequip can support prospects and customers at every stage of the journey.
- Creating a strategic roadmap: I then translated these customer journeys into strategic roadmaps, with projects prioritized based on the value they add to both Beequip and its customers.
Results
- Clear personas for each target market segment.
- Identified opportunities to create an improved, personalized customer experience.
- A pragmatic, strategic implementation roadmap, starting with quick wins.
- High-level recommendations on the necessary technology that will enable Beequip to deliver a more personalized customer experience.