Customer Contact Transformation Solution

The Accenture Customer Contact Transformation Solution revitalizes and integrates customer contact to grow revenue and cut costs.

Optimizing the customer contact function is often the best strategy for growing revenue, increasing market share and protecting customer relationships. In fact, an Accenture study of major companies found that a typical $1 billion business could add up to $50 million in profit by enhancing specific CRM capabilities by just 10 percent. By achieving the highest level of CRM performance, that same business could improve its pre-tax profit by as much as $120 million to $140 million.

Revenue growth and cost reduction through a revitalized customer contact function are within reach for every company today. In fact, companies that have invested in the Accenture approach to transforming customer contact have seen revenues climb by as much as 20 percent and costs reduced by up to 30 percent. Valuable capital can be freed up with a more variable cost model achieved by outsourcing or co-sourcing components of customer contact.

More Information

Read more about this solution in Accenture's Customer Contact Transformation brochure.
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Our packaged delivery components distill the insight and experience amassed through internal research and development and hundreds of customer contact and CRM-related client projects. These unique, proprietary assets help to shorten delivery times, reduce uncertainty and accelerate benefits.

Our unique, proprietary assets—including methodologies, design tools, software and execution resources—shorten delivery times, reduce uncertainty and accelerate benefits. Accenture also works with clients to set benefit targets, and holds itself responsible for meeting them.

Our global network of resources for managing clients' customer interaction operations offers strategic sourcing options to suit every business need, providing the right level of risk, control and capital investment. These high-quality, cost-competitive sourcing options make it possible for clients to revitalize their capabilities with less investment upfront, and then manage customer operations more economically. Moreover, these cost savings help fuel further investment in change.

The Accenture Customer Contact Transformation Solution targets five key areas:

• Marketing Integration
• Customer Insight
• Customer Interaction
• Operations
• Value Optimization/Deal Shaping

The right CRM investments today are cross-functional, end-to-end solutions that integrate design, development, deployment and business process outsourcing services. The result is a transformational shift in performance across the entire customer contact spectrum, delivered at speed, with less risk—leading to lower costs and increased market share.

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