Customer & Growth

Customer & Growth

We understand that to achieve sustainable growth you need to put customers at the heart of everything.

We understand that to achieve sustainable growth you need to put customers first.

Putting customers are at the heart of everything

We understand that to achieve sustainable growth you need to put customers at the heart of everything you do. So we specialise in design and assist with your implementation of customer-centric strategies that create extra economic value.

Customers' preferences, behaviours and expectations are continuously changing in our 'always on' multi-channel world. It is thus critical to stay on top of the latest trends and development. But it is even more important to navigate through all the complex options, and create an effective and efficient set-up. In the end, the busy customers of today want as low effort experience as possible.

 

Our Customer & Growth team can help you:

  • Assess the maturity level of your customer strategy and operating model Map and transform your customer journeys, with a focus on reducing your customers' effort
  • Define and rationalize your channel landscape, and helping you to migrate volumes to your preferred channels
  • Design and implement customer-centric operating models, based on a 'single view of customer'
  • Build customer contact centers, including delivery model, roles, processes and supporting technology
  • Implement or improve your CRM system, seeking to ensure that the customer lifecycle is supported by impactful processes and technology
  • Creating value from customer data through cross channel analytics

If you are serious about improving your customer experience, we are serious about helping you.

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Customer experience management – what, why, how

Customer experience is the buzzword of the year. Here's why.

 
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Seeking customer centricity: The omni business model

In January and February of 2016, KPMG International and The Consumer Goods Forum (CGF) conducted this survey of 400 senior consumer...

 
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Global Business Services

Global Business Services

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