A ‘digital customer’ revolution is here, thanks to smartphones, social networks and localisation services. This allows for new customer relationship models, representing an opportunity for new entrants and challenges for established companies.
The channel mix and resources that companies currently use to contact customers have been deeply affected, and organisations will need new skills and competencies, such as media or community management, to stay competitive.
New tools will be needed to follow customers across channels and social networks and to build a consistent customer experience. The million-dollar question is – can investment in these new marketing tools and channels increase sales and reduce service costs at the same time?
BearingPoint has been named a ‘visionary’ firm for the third year in a row for the strength of our vision in customer management.
We work with you to design a customer relationship strategy, setting concrete targets for the role and volume of each channel by using our unique approach. This is based on three customer dimensions - transaction, relationship and experience.
We also help you to achieve faster and more effective transformations in your marketing, sales and service operations, thanks to the strength in depth of our European customer management consultancy as well as our experience in successful project management.
Customer expectations of their interaction and relationship with companies are changing as new channels and contact methods emerge through digital technologies. Customers are taking control of the relationship and they decide where and when they interact with a particular brand.
With each new customer contact (whether for sales, after-sales service, queries, etc), companies can enrich their customer insights. Today, companies are suffering from data overload, high data collection and maintenance costs and struggle to consolidate the insights and reuse them effectively.
Marketing functions face significant budgetary and competitive pressures which are forcing them to optimise the cost and effectiveness of their actions. To solve this equation, three areas are open to them: improving targeting, simplifying offers and increasing commercial opportunities.
Sales remains at the heart of the customer relationship. With increasingly competitive, global and commoditised markets, companies are continually looking for levers to enhance business efficiency.
"Best service is no service" is the Holy Grail of problem prevention. However, long regarded as a cost center, companies can create value from inbound customer contact in their Contact Centers by bouncing back on these ‘moment of truth’.
Enhancing customer service and saving money through digitization. Working closely with you, we can help you transform the way you organize and deliver customer service in the digital age, so you can provide an enhanced customer experience and achieve greater cost effectiveness.
BearingPoint has been entrusted to support a large CRM initiative after a successful CRM strategy study, a vendor selection and implementation of a CRM-Software. By the end of 2011, the insurance company started to reshape its sales force. BearingPoint supported key activities, including a strategic readiness study as well as CRM vision and a vendor selection for the best-suited CRM-Software.
Combining our strong industry and marketing expertise with our unique HyperCube® analytical tool, we will work with you to build a truly independent and detailed picture of your marketing and media world, with specific insights and actions that enable you to optimize the way you communicate with customers and spend your money.
The Omni-Channel-Management-Framework (OCM Framework) consists of seven components and serves as a basis for the strategy development as well as the operationalization of a firm-wide Omni-Channel-Management. Therefore, it enables, especially insurance companies, to build and subsequently reinforce their Omni-Channel capabilities.