Customer Relationship Management: South Africa

Getting—and keeping—the most profitable customers is clearly the No. 1 priority for any business.

Accenture's research into the characteristics of high-performance business confirms this: marketing generally is one of the five key business functions that must be mastered to attain high performance. And one of the three core marketing capabilities that impact directly on value creation, is the ability to develop and deliver the branded experience—that is, managing customer relationships for maximum profit by giving customers the experience they want.

And yet this remains hugely difficult to do, and companies around the world have battled to achieve it. Accenture is the acknowledged leader in customer relationship management services. We can act as a partner in helping clients to transform their business processes to manage their customers effectively—or can assume full responsibility for your customer relationship management function through the business process outsourcing model.

Accenture in South Africa helps clients achieve high performance by harnessing global best practice and our local market understanding.

Accenture is globally recognised as the leader in customer relationship management, and this was recently acknowledged in Gartner's Magic Quadrant for customer relationship management both in Europe and North America.

Accenture is reinventing customer relationship management with a set of methodologies, reusable toolsets and next-generation technologies that enable our clients to master customer relationship management despite its apparent complexity. Through our global network of contact centres, we can also provide the flexibility to scale up or down as business requirements dictate.

Read more about Accenture's global leadership in CRM: Accenture Positioned in the Leader Quadrant in CRM Service Providers in Europe and North America.

Client Successes

Accenture helps the national energy utility Eskom South Africa enhance its performance by developing a customer-centric mindset.

While four banks were being amalgamated to form ABSA in 1991, the bank's lagging performance contributed to a loss of market share. ABSA teamed with Accenture to set new standards for customer service and less expensive borrowing.

Discover how Accenture helped the Coega Development Corp.'s goal of establishing a single point of contact for its customer base by implementing a world-class solution.

Eskom's Distribution Group asked for Accenture's help to develop and implement a new customer relationship management (CRM) strategy to make it a world-class customer-centric organisation.

Accenture was chosen to implement a client data warehouse for Sanlam to boost its customer relationship management.

Discover how SARS, which employs more than 12,000 people across the country and collects in excess of $50 billion in taxes each year benefited from Accenture's SingleView taxpayer project.