TMC Weekly – Issue #9 – The Management Consultant

TMC Weekly – Issue #9

Insights, lessons, and leadership from The Management Consultant
Issue #9 — 24 August 2025

Business & Technology Insight

How Utilities Can Borrow from SaaS Thinking

SaaS businesses obsess over customer lifetime value, churn, and onboarding. Utilities could learn from that mindset — treating each customer as a subscription to renew, not a meter to bill.

💡 The future retailer thinks like a tech company — and behaves like a service brand.

3 Things I’ve Learnt This Week

1. SaaS retention frameworks map perfectly onto water retail.
2. Customer journeys end when internal silos begin.
3. Small UX changes deliver huge call-centre savings.

Something Personal

Prepping for our next TREKS road trip — final checks on the roof tent, gas stove, and drone. Half the fun’s in the planning.

Tool of the Week

Figma – Great for visualising user flows and interfaces quickly.

🟡 Tip: Co-design with non-designers — it builds ownership early.

This Week's Challenge

If your service was an app, what would your users rate it — and why?

Quote of the Week

“The details are not the details. They make the design.” — Charles Eames