Customer practice
The recent crisis time has been a period of cost cutting. Now profitable growth is at the top of the executive agenda. Companies struggling to grow are looking for ways to attract new customers, develop more attractive and enduring customer relationships and drive growth through new products, services, markets and channels. Additionally, executives involved in marketing, sales and services are increasingly accountable for providing quantitative measurements, in order to justify the investments they make are actually paying off. Indeed, the need for efficiency and market reactivity has never been that crucial and Deloitte customer practice could guide organisations through today’s new challenges.
Business challenges
- Selecting the right customers, markets, products and channels to drive profitable growth
- Measuring return on marketing, sales and service programmes to optimise spending
- Capturing value through pricing and margin or yield management
- Managing company expansion. Integrating channels and business partners
- Increasing loyalty by delivering better customer experiences
- Developing more effective go-to-market strategies and contact centres operations
- Optimising e-reputation, social and viral marketing campaigns
- Managing relationships with strategic accounts
- Integrating customer facing operations of acquired companies
Deloitte’s customer practice offers a comprehensive set of capabilities that are brought together to solve customer-facing issues and increase the top line of the company.
We improve our client’s business performance through their marketing, sales, service and product management functions. Our work centres around four topics which are our FAMS approach:
- Focus on the right markets, customers, products, services and channels to ensure profitable and sustainable growth
- Align pricing, customer experiences, processes and organisational structures with customer needs expectations and value
- Measure and maximise return on marketing, sales, services and promotional campaigns
- Simplify product/service offerings, processes and organisation to eliminate unnecessary complexity
Our customer practice proposition encompasses the complete set of capabilities, from strategy development to implementation and is articulated around six main value added services:
- Customer insights
- Pricing and profitability management
- Sales and channels
- Marketing and brand effectiveness
- Promotion and campaign management
- Products and services
Material on this website is © 2013 Deloitte Global Services Limited, or a member firm of Deloitte Touche Tohmatsu Limited, or one of their affiliates. See Legal for copyright and other legal information.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms.