CVL's industry report focuses on the increasing importance of eCommerce and eMarketing teams within the B2B sector. With online B2B being led by the B2C market, online channel management has become much more demanding. The paper challenges businesses to examine how well equipped their eCommerce and eMarketing teams are when placed under the spotlight.Download Now » [777 KB]
This new briefing provides clear insight into an innovative approach that we believe will be increasingly adopted by businesses as part of their strategy to meet customer needs - driving change by harnessing the power of customers. We believe that understanding the role of technology along with engaging customers and suppliers in the business improvement process are critical if you are interested in better serving your customers' needs. Download Now » [666 KB]
This research report from CVL investigates the opportunities that exist for utilities and their customers in a fast-changing market where the web, regulatory conditions and environmental demands are altering the landscape. The report concludes with six key lessons to consider when developing the concepts of customer experience and multichannel service delivery. Download Now » [838 KB]
How can you re-focus IT resource to improve business performance and deliver good service for less money? This paper sets out our approach to IT optimisation, and includes a case study highlighting CVL's cost-saving initiatives that are improving IT performance at Bauer Media. Download Now » [2836 KB]
CVL researches the challenges of personalisation for media and retail companies in an increasingly interactive environment. The paper includes a breakdown of the key issues that need to be addressed for an effective approach to cross-platform customer management. Download Now » [1635 KB]
A research survey examining what companies from different industry sectors are doing to become more agile in new service development. Our investigation will prompt you to consider whether your business is capable of getting the right service to market faster. Download Now » [1582 KB]
A research survey examining what companies in the Retail Financial Services sector are doing to become more agile in new service development. Our investigation will prompt you to consider whether your business is capable of bringing new services to market more efficiently. Download Now » [1283 KB]
An overview of our full report examining the opportunities that exist for broadband service providers to increase sales by improving the online experience for consumers. It includes analysis of consumer priorities when selecting broadband services, the way in which the top providers are responding to these requirements and CVL's concluding recommendations to the industry. Download Now » [433 KB]
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It was in our interest that the fee was on a success basis - CVL met all and exceeded our expectations.
Rob Green, Managing Director, SIA
CVL was extremely professional in its approach to due diligence, undertaking an extensive review of the target under really tight time pressures. I'd thoroughly recommend CVL for future M&A projects.
Mark Tschudin, Senior Manager, BT
CVL brought a vital customer perspective to the project, their recommendations had an immediate positive impact on both click through rates and conversion, delivering more online traffic and higher sales volume.
Grant Baillie, Head of Customer Retention, Argos Multi-Channel, Argos
With a combination of their knowledge, experience, energy and drive they helped us improve the delivery capability of the organisation.
Tom Symonds, Internet Director, BskyB
By working with CVL we have been able to incorporate customer feedback into our delivery programme in an effective and pragmatic way, ensuring that we meet both our customer and commercial objectives.
David Tarbuck, Argos Multi-Channel Programme & Operations Manager, Argos
CVL's approach meant that we not only launched on time but delivered a 300% uplift in online applications. CVL took highly regulated, complex process and created a customer-centric experience.
Adam Farrow, Project Manager, Argos
With their combination of knowledge, experience, energy and drive they helped us improve the delivery capability of the organisation.
CVL provided a strategic linkage model from which all future developments and planning activities could be mapped against.
Andrew Gregson, Senior Manager, Openreach
CVL helped us focus on getting a detailed understanding of the upstream and downstream packaging requirements for the Tesco Direct offer.
Gillan Hawkes, Category Manager, Tesco
CVL's work was done under very tight timeframes to a very high level of detail. We were very happy with the results.
Lara Boro, Head of Strategy, Emap