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We have worked with Round for several years, turning an innovative customer centricity consulting model into specialised online tools for their customers. We work together through a combination of wiki-based documentation and planning plus lots of face to face brainstorming.

Customer Centricity Indicator

CCIndicator is an on-line interactive capability assessment tool that acts as an introduction to the full methodology employed by the CCDirector application.

It is used by companies to:

• Show where they are on the journey towards customer centricity


• Create a high-level customer centricity profile


• Provide a view of their organisation's strengths and weaknesses around the capabilities that define the customer experience


• Compare individual views with others in the organisation

Over 15,000 assessments have been carried out so far. You can register to play the game here: http://www.round.co.uk/cci/.

Customer Centricity Director

CCDirector was voted CRM Innovation of the Year for 2003 and is currently in active by Dell, T-Mobile, Abbey, BT, and a number of other global corporations. It is a deep capability, reporting, planning and management tool developed by Headshift for Round to help organisations understand their customer management capabilities. It uses a framework and model based on extensive research into 3,000 large companies around the world who are following the path towards becoming more customer centric.

The application uses a highly-visual, Flash-based reporting interface to provide analysis tool for management, and scenario planniing through intuitive drag-and-drop functionality. Results can also be exported to hard-copy RTF documents for inclusion in wider reports or to be utilised in key management meetings.

The CCDirector application is used by Round and its customers to:

• Assess the customer management capabilities of an organisation to create its customer centricity profile


• Identify the capability gaps that need to be addressed to meet the organisation's customer centricity goals


• Understand how planned projects add to or divert from the customer management capabilities required


• Align customer management capabilities to deliver a consistent customer experience


• Prioritise both operational and capital investment


• Improve the operational alignment within an organisation to reduce internal tensions


• Track the improvement in, and the alignment of, an organisation's customer management capabilities