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Customer-Centric Strategy Consulting

We own
your goals.

Helping leading brands in Aviation, Automotive, Financial Services, Telecommunications, Commercial Real Estate, and E-Commerce exceed the expectations of their customers — for over a decade and a half.

15+ Years active
6 Core industries
∞ Lasting partnerships
Discover our approach
Customer Centricity · Aviation · Automotive · Financial Services · Telecommunications · Commercial Real Estate · E-Commerce & Marketplaces · CX Strategy · Sustainable Growth · Loyalty Programs · Customer Centricity · Aviation · Automotive · Financial Services · Telecommunications · Commercial Real Estate · E-Commerce & Marketplaces · CX Strategy · Sustainable Growth · Loyalty Programs ·
About Us

We believe in
customer centricity
above all else.

Since our foundation 16 years ago, Serim Consulting has worked alongside remarkable organizations across six dynamic industries. We don't just deliver strategy — we embed ourselves in your goals, your challenges, your ambitions.

Every engagement we undertake results in a long-lasting relationship. Because when we succeed together, neither side forgets it.

15+ Years active
6 Core industries
∞ Partnerships
Industry Expertise

Six sectors.
One philosophy.

01
Air Travel

From ground experience to in-flight excellence — crafting journeys that passengers remember and return for.

02
Automotive

Navigating the intersection of mobility, technology, and human desire in one of the world's most competitive sectors.

03
Financial Services

Building trust at scale — transforming complex financial products into meaningful customer relationships.

04
Telecommunications

Connecting customers to the services that matter in an era of infinite choice and fragmented attention.

05
Commercial Real Estate

Shaping the customer experience within spaces — from leasing journeys to tenant retention and portfolio growth strategies.

06
E-Commerce & Marketplaces

Designing end-to-end customer experiences for large-scale digital marketplaces — from discovery to delivery and beyond.

What We Do

Strategy that stays with you
long after we're done.

01

Customer-Centric Organization Design

Restructuring your organization around the customer — from culture to KPIs, from leadership to frontline.

02

Phygital Customer Journey Design

Seamlessly blending physical and digital touchpoints into journeys that feel effortless and deeply human.

03

Voice of Customer Experience (VOCE)

Capturing, analyzing, and acting on the real voice of your customers — at every stage of their journey.

04

Loyalty Strategy & KPI Development

Designing loyalty ecosystems and the metrics that actually predict whether your customers will stay.

05

Sales Effectiveness Modeling

Turning your sales function into a precision instrument — calibrated for the markets you're in today.

06

Business Negotiations: BATNA & ZOPA

Equipping your teams with the frameworks and confidence to negotiate outcomes that last.

The Founding Partner

Murat Serim

Murat Serim is the Founding Partner of Serim Consulting, a boutique customer strategy firm he established in Istanbul in 2010. Over 15 years, he has partnered with market-leading organizations across Aviation, Automotive, Financial Services, Telecommunications, Commercial Real Estate, and E-Commerce — always with one conviction at the center: that the customer must come first. A Harvard Business School Executive Education alumnus, MBA instructor, Vice Chairman of Aspire Institute Türkiye, and author of five books.

Published Works
Beyond Good Enough
01
Beyond Good Enough
How Extreme Customer Satisfaction Transforms Financial Institutions, Builds Unbreakable Loyalty, and Creates Customers for Life

A deep dive into what it truly means to serve financial services customers at the highest level — moving beyond satisfaction scores to build loyalty that lasts a lifetime.

View on Amazon
Commercial Real Estate Development Through the Lens of the Customer
02
Commercial Real Estate Development Through the Lens of the Customer
A Customer-Centric Guide to Commercial Real Estate Development — Including Turkish Market Insights

A pioneering guide that reframes real estate development through the eyes of the end user, with specific insights into Turkey's dynamic commercial property market.

View on Amazon
Cleared for Takeoff
03
Cleared for Takeoff
How Airlines Win by Putting Passengers at the Heart of Everything

An authoritative look at how the world's leading airlines build competitive advantage by making the passenger experience the centerpiece of every strategic decision.

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The Negotiation Journey
04
The Negotiation Journey
A Field Guide from Preparation to the Final Handshake

A practical, field-tested framework for navigating complex business negotiations — from initial preparation and BATNA planning through to closing the deal with confidence.

View on Amazon
The Human on the Other End of the Line
05
The Human on the Other End of the Line
How Telecom Companies Win by Putting Customers at the Center of Everything They Do

A sector-defining work that challenges telecom leaders to see beyond infrastructure and technology — and recognize the human being waiting on the other end of every interaction.

View on Amazon
Get in Touch

Ready to reinvent
your best version?

Or reach us directly

We work with organizations that believe extraordinary customer experiences are not a luxury — they are the strategy. If that sounds like you, let's talk.