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  • Global business services
    Global business services
    Discover how the collaboration of multiple functions and regions can deliver significant benefits in business performance, beyond the traditional cost and operational benefits of shared services and outsourcing.
  • Keeping promises - Putting customers at the heart of retail financial services
    Keeping promises - Putting customers at the heart of retail financial services
    This paper addresses the changing customer landscape for financial services organisations, in particular, the growth and profitability challenge, differentiation, the success or failure of service differentiation strategies, and the benefits of a selective approach.
  • Marketing Confidence Monitor
    Marketing Confidence Monitor
    Understand marketers’ attitudes, sentiment and outlook for the quarter ahead: read the Marketing Confidence Monitor, a project of The Chartered Institute of Marketing, supported by Deloitte and Forbes.
  • Agency management: Who manages who?
    Agency management: Who manages who?
    Marketing agencies are essential for business success. They are responsible for delivering the company’s most valuable asset, the brand and are responsible for delivering the communications that drive business growth.
  • Sharing the top trends for marketing in 2013
    Sharing the top trends for marketing in 2013
    Deloitte has teamed up with Warc to share our view on the top marketing trends for 2013. The aim of the report is to look at the biggest challenges facing marketers in 2013.
  • Download Deloitte and callcentre.co.uk outsourcing survey 2012 report
    Deloitte and callcentre.co.uk outsourcing survey 2012
    Customer Service or “Front-Office” Outsourcing is generally considered a mature market but there are still organisations on the client-side and the supply-side who rely on anecdotal feedback about others’ experiences in this important field and don’t have real data on which to make sound decisions.
  • Oracle Fusion CRM
    Oracle Fusion CRM
    A great customer relationship management solution can enable a significant return on investment and revenue when its user experience is designed around the natural workflows of its users, such as sales and marketing representatives and their managers.
  • The customer connection
    The customer connection: Are you thinking Social?
    Organisations today operate in increasingly competitive and international marketplaces, where technology has given both customers and competing suppliers more choice and more access to each other than ever before, and has transformed the way in which customers purchase and consumer products.
  • Customer-centricity - Embedding it into your organisation’s DNA
    Customer-centricity - Embedding it into your organisation’s DNA
    Customer expectations and behaviours have changed dramatically over the past decade. Organisations are expected to meet customers’ needs and expectations at every interaction, in return for customer loyalty.
  • Improving marketing effectiveness
    Improving marketing effectiveness
    Deloitte and The Chartered Institute of Marketing joined forces to explore how improved accountability and measurement could support business’ desires to drive growth and higher performance.
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