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Customer Solutions

Deloitte Consulting LLP

Few things are more challenging in today’s postdigital business environment than keeping up with the wildly changing expectations of customers. From mobile enablement and social engagement to cloud convergence and analytics, driving high quality customer performance has become an all-hands-on-deck proposition, spanning a vast range of technologies and processes. Which is why a superstore – a single repository of ready-to-use capabilities – could be just the resource you need.

Leaders in customer performance recognize the usefulness of deep integration across every dimension of the customer lifecycle, including technology platforms, channels, functions, and data. That’s why our Customer Solutions Superstore offers broad consulting and technology solutions customized for targeted industries and sectors – all designed to drive enhanced customer performance. From advanced CRM and call center capabilities to social customer service and beyond, you’re likely to find what you’ve been looking for here.

Whether you’re working to improve your customer experience, create more business value from customer operations, adopt innovative and practical customer technology solutions – or all of the above – we can help.

Learn more about Customer Solutions by clicking on the tabs below:
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Featured insights

Tech Trends 2014: Digital engagement
With more and more parts of the business becoming digital, the CIO has an opportunity to build a new legacy for IT.
Bridging the digital divide: How CMOs can rise to meet five expanding expectations
It’s the CMO’s job to lead the dismantling of silos that separate web, call centers, mobile and in-store channels to create the consistent, personalized experience that today’s technology-empowered customers demand. Learn about expectations CMOs should meet as they build customer-centric organizations.
The 2013 CIO Compass
In this field guide to practical IT strategy and planning, gain insights, approaches, “tips” and recommendations to more effectively align your overall business and technology agendas and improve the delivery of IT services.
Digital marketing and the mind of the CMO
As adoption of digital media and devices surges, companies are investing billions of dollars in digital marketing. The rising importance of digital media, marketing, and commerce is elevating the importance of the chief marketing officer (CMO) as strategist, innovator, and buyer of advisory services and technology.
Deloitte again named a leader in Analyst Firm’s Magic Quadrant for CRM Services Providers, Worldwide 2013
Deloitte has been named a worldwide leader in CRM Services for the past three consecutive years.

Our offerings

Deloitte’s Customer Solutions practice provides solutions in many areas of the customer lifecycle, including configure, price and quote, contact centers, social, and customer technology. Our solutions are informed by deep industry and sector knowledge and capable of addressing the broad spectrum of supporting technologies. And when it comes to execution, Deloitte displays efficiency and deep experience. Our pre-configured solutions and proprietary methods and tools assist in efficient and effective project delivery.

Case Management

Effective processing of cases enables clients to determine eligibility for services and resources – across all customer interaction channels.

Contact Centers

Support for deploying contact center, processes, organizational constructs, and technology in order to transform systems, operations and performance. Includes the core skills to automate customer interaction channels.

Customer and Market Intelligence

Plan customer and market intelligence strategies, the underlying technologies needed to construct a single customer view, and the ability to analyze customer data to create actionable insights. Links to all customer interaction channels and includes customer and market intelligence leading practices.

Customer Technology Consulting

These consulting services help clients to take advantage of technology-enabled customer solutions: Business case, value map, roadmap, customer transformation program design, technology selection, customer experience design, process models, leading practices, benchmarking, metrics, and technology architectures

Marketing

Improve deployment of marketing automation solutions to manage marketing spend more effectively. Includes analysis and reporting on marketing ROI, organizing and executing marketing programs, and contacting customers with relevant offers. Includes a tight linkage to customer and market intelligence. Covers customer interaction channels and marketing leading practices.

Master Data

Manage customer and product data more effectively to monitor that it is available, accurate, complete, and secure. This is foundational for transactional systems and for customer intelligence.

Oracle – CRM

Standardize customer support processes and address contact center challenges using Oracle’s Siebel Contact Center technology. Includes CRM management and call center assessments, business and strategic planning, CRM process excellence, and sales and service transformation.

Order Management

Improve the use of CPQ and order-management capabilities to perform guided selling, conduct application-based configuration, structure bundles, model bills of materials, reference contracts, determine discounts, calculate prices, calculate gross margins, determine expected delivery dates, integrate to invoicing and collection, and gain order status. Ties into go-to-market channels, including touchless order needs and mobile. Integrates with order management platforms in front-office and ERP.

Salesforce.com – CRM

Realize faster return on investment through rapid deployment of salesforce.com. Includes development of a transition strategy that accounts for the surrounding business issues while navigating through the technical side of the implementation.

Sales Transformation

Drive improved sales performance, go-to-market execution, and sales processes. Includes direct salesforce engagement, as well as channel partners and partner relationship management. Covers customer interaction channels and sales leading practices.

SAP – CRM

Improve both knowledge of customers to create stronger relationships and forecasting capabilities to determine what customers will buy. Choose from a wide range of preconfigured SAP CRM-based solutions for companies looking for a nimble, responsive approach to CRM.

Service

Improve service performance, service go-to-market execution, and service performance. Includes integration to contact centers, field service, bench repair, parts, parts supply chain, and service and parts billing. Covers customer interaction channels and service leading practices.

Social

Build social interaction channels into customer relationship management and go-to-market processes. Plan, listen, learn, and act on social interaction data. Integrates web, social, and mobile to change the way users engage, communicate, and consume information across channels, business processes, and technologies.

Solution Architecture Flavors

Understand and evaluate the technology options to build customer relationships for lead to cash, market to lead, and service to satisfaction. Includes flavors of technology options such as integrating cloud and on-premise providers, integration of all customer interaction channels, and integration with ERP to enable the full customer experience. Includes specific perspective and leading practices by industry sectors.

Trade Promotions Management

Improve commercial planning and trade investment strategy, processes, and effectiveness. includes demand synchronization, trade analytics, and promotion management.

 

 

Meet our people

Andy Main
Principal, Deloitte Consulting LLP


Carmine Cutone
Principal, Deloitte Consulting LLP


John Peto
Principal, Deloitte Consulting LLP


Edward See
Principal, Deloitte Consulting LLP

 

 

Karl Rupilius
Principal, Deloitte Consulting LLP

Dig deeper

  • Tech Trends 2014
    Be inspired by technology disruption.
  • Technology
    Learn more about the practice.
  • Customer transformation
    Learn more about the offering.
  • Customer insights and analytics
    Learn more about the offering.

Contact

  • Andy Main
    Principal
    Deloitte Consulting LLP
    amain@deloitte.com

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