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Customer Management

Deloitte Debates

This series examines today’s pressing business issues through a healthy discussion of options, immediate impacts and long-term consequences. Deloitte Consulting LLP assists clients everyday worldwide in their efforts to exploit opportunities and solve challenges related to customer management. The following Debates represent current customer management topics companies are discussing.

Featured Insights

  • Changing Channels: Insurance Company Sales Models
    Should insurance companies embrace new, direct-to-consumer sales channels, or stick with the traditional producer-focused model?
  • Bring Manufacturing Jobs Home!
    The gap in structural costs between U.S. and offshore manufacturing has shrunk by almost half in the past three years. Some companies are already bringing jobs back home. Is that trend likely to continue?
  • New Commercial Model: Science or Swag?
    Should pharmaceutical companies change how they sell, or stick with the status quo?
  • Sales Quotas in Uncertain Times
    The economic crisis is making it hard for sales teams and companies to meet their sales goals. Should companies take a hard line or a kinder and gentler approach to incentive plans?
  • Innovation: A Voyage of Discovery or Hidden in Plain Sight?
    Traditional innovation approaches assume there are thousands of great ideas. Do you need a way to generate ideas? Or do you need a great process for shaping the ideas that you already have?
  • Into the Fray: How Should Companies Approach Collaboration Marketing Given the Potential Risks?
    Advancements in communication technologies make it possible for almost anyone to influence how other people perceive your brand and products. How much should you invest? What are the risks?
  • IT Optimization: Catalyst for Cost Reduction or Business Value?
    It’s hard to agree on what IT optimization should accomplish, but everyone thinks it’s a good idea. Is it minimizing costs? Or is it about improving capabilities and generating more value?
  • The Growth–Profitability Trade Off: Method or Myth?
    Whether or not you’re a believer in “green shoots,” it’s likely you’re watching closely for signs of an upswing. But can you pursue meaningful growth without sacrificing the next quarter’s numbers?
  • Products or Services: Should Product Manufacturers Increase Their Investment in Services?
    Having trouble finding the right balance between products and services? Take a look at the major issues companies are wrestling with and some practical thoughts on ways to tackle the problem.

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