Customer Strategy: Assessment

Our approach is to quickly review and provide an assessment of three key strategy questions:

1. Logical foundation. Novantas starts with a traditional perspective by reviewing and understanding the institution’s statement of values, its goals and objectives, and the value proposition it is presenting to customers and perspective customers. We test the foundation of the strategy in interviews with executive management, reviews of marketing communications, and in mystery shops among other approaches. In the best institutions we will find consistent messages with meaningful and actionable value propositions at each point. Challenged institutions will have diluted and/or mixed messages across contact points that lack messages that customers view as distinctive and/or differentiated.
2. Capabilities. Novantas has functionally-skilled professionals in core banking business lines, technology and operations, treasury and capital markets, and payments. These professionals can quickly discern where there are gaps or weaknesses that will put successful execution of the strategy in jeopardy. We evaluate the entire delivery chain from customer sales and service contacts, supporting operational capabilities, value delivered by corporate services, and the infrastructure for risk management. We want to see alignment of operating capabilities with the strategies pursued.
3. Risks. Novantas looks to identify strategies that have excessive exposure to economic cycles, interest rate movements, or are open to gaps in operational oversight. Our risk professionals will evaluate each risk using traditional tools, as well as applying hypothetical and historical stress tests. Importantly, Novantas has the experience to evaluate strategic risks that others may miss.

Our deliverable is a comprehensive critique of each aspect of the strategy, its gaps, and a prioritized list of the actions recommended to improve the likelihood of success.