Consumer Goods & Retail
Technology & hyper-agility for a personalized and human consumer experience
E-commerce trends induced by the global pandemic took online purchasing to the next level of development. This expansion led to significant changes for all online sales and logistics processes, including an increased need to optimize return-order processes for customers.
With a new and flexible data model the global luxury goods manufacturer has all its product information in one place, easily accessible to all its international divisions. This enables the company to be more effective, to update product data in real time, and to enhance customer journeys.
A leading luxury cosmetic brand took the next step to establish a strong foundation in client insights and personalized interactions. BearingPoint supported the company in turning the CRM vision into reality by implementing a global CRM database to lay the basis for advanced omnichannel capabilities.
Imagine entering a boutique with innovative digital tools and unique and entertaining experiences but poor service by the sales team. The overall shopping experience would be dissatisfying in the end, no matter the boutique environment. Sales service has always been key to offering a great customer experience. Even with the new and emerging trends discussed in the previous articles, how sales employees interact with the customer determines the overall satisfaction. With the shift in generational needs, the skills needed by the sales force have changed and increased in complexity.