British Library

In a year-long engagement, CCL provided product development services to the British Library, designing, developing and implementing a new membership scheme, including new product development, the procurement of systems, the creation of marketing and communications collateral, and staff training. It evolved additionally to include the implementation of a new ticketing software solution.

Horniman Museum & Gardens

Since 2012, Culture Consultants have conducted several strategic reviews and implementation projects for the Horniman Museum and Gardens. These have includes developing pricing strategies, a new Membership scheme, and an Individual Giving review. We have also undertaken a full Membership scheme implementation project (including systems’ development), and a comprehensive ticket and Membership pricing review.

National Portrait Gallery

CCL undertook a major project to review, update and maximise opportunities for membership recruitment and retention, and the sale of tickets for events and exhibitions. We reviewed systems and payment solutions deployed for membership, ticketing and CRM, their inter-relationships, and opportunities for cross-selling and upselling. A subsequent review of ticketing and customer service was undertaken from the perspective of the customer journey, with a comprehensive review of staff processes and technical capabilities, with deep examination of ticketing processes for events, exhibitions and school visits.

Postal Museum

In November 2016, Culture Consultants were commissioned by the Postal Museum to undertake a Customer Relationship Management (CRM) review in advance of the opening of the new museum in summer 2017. Its main purpose was to define a CRM strategy and build an understanding of CRM across the organisation to ensure the Museum could build long-term relationships with its customers. The Museum was keen to capitalise on the anticipated impact of its opening by being prepared strategically and systematically. Central to the outcomes were recommendations on how to harness and develop new visitor relationships to drive repeat visits, advocacy, engagement and revenue generation via the development of a coherent CRM programme