Digitalization has dramatically altered the relationship between customers and companies in B2B and B2C. The digital customer experience is an opportunity for new entrants and a challenge for incumbents, and a key question in our consumer-driven world is, how can we make better use of digital assets to improve loyalty, accelerate eCommerce, and create disruptive business models to develop sustainable growth?
Successful companies understand the needs and preferences of consumers. These companies satisfy customer expectations for continuous improvement and innovative, meaningful and contextualized experiences, simplicity, and speed. They know not only how to create a compelling digital experience, but they also know how to disrupt their own business models, salesforce, operations, and CRM to prevent customer churn to the competition. They can enlarge their product range and leverage the ecosystem to get the most out of the platform economy.
We enable businesses to create close relationships with their customers and grow their business.
BearingPoint supported METRO France to go one step further with its sustainable strategy, by helping the business to define a clear and meaningful purpose. METRO France wishes to support its economic growth ambitions while creating a positive impact on the environment and society.
Leading brands are adopting a positive approach to the issues facing society today. Whether the considerations are environmental, ethical or social, firms are taking steps to humanize themselves with potentially far-reaching consequences.
This sea change is not just down to consumer demand. It’s also about a drive from companies themselves to live the values they claim publicly. So what’s needed to deliver in the 21st century?
As a result of successive crises - economic, health, geopolitical, etc. - customer relationship management has been thrown into turmoil. The return of inflation and the critical environmental and geopolitical situations have had an impact on all individuals: citizens, users, members, and consumers. These events have changed their relationship with the world, which includes companies of which they are customers or users.