Sales and Customer Services–CRM: Services Overview

In a post-recession world, chief marketing officers (CMOs) face more challenges than ever as they lead their organizations toward growth and profitability.

Our Sales and Customer Services team can help your company acquire, develop and retain more profitable customer relationships through our broad range of capabilities that address every aspect of the customer experience. We can help you accelerate growth, improve sales productivity and reduce customer care costs to increase the value of their customer relationships and enhance the economic value of your brand.

The 2012 Accenture Global Consumer Pulse Research Study

Learn how consumers prefer to interact with companies, the frustrations they experience, and how often—and why—they have switched providers. And discover how your company can learn from your customers’ feedback, build loyalty and grow profits though social media, mobility, analytics and cloud solutions.

We offer a broad range of innovative capabilities that address every aspect of the customer experience, Including:

• Leadership: Consistently recognized by industry analysts and market experts as a leading provider of management consulting services for the front-office.

• Clients: Providing CRM-related services to more than 1200 clients annually, including more than two-thirds of the Fortune Global 100.

• Experience: More than 30 years of management consulting experience, including front-office strategy and operations, in 28 industries.

• Offerings: An end-to-end portfolio of management consulting, technology and outsourcing services for the entire customer-facing enterprise: marketing, sales and customer service.

• People: A core group of 1,700+ dedicated professionals, working in 42 countries, and more than 5,000 Accenture professionals worldwide with CRM-related skills.

• Innovation: Proprietary methods, intellectual capital and software components, grounded in research-based insights and pioneering client engagements—including more than 83 pending and issued patents.

• Alliances: A powerful alliance network, enabling us to deliver specialized skills and tailored solutions to clients.

Faced with continued pressure to capture greater revenue from existing customers, penetrate new and emerging markets and maintain profit margins in a challenging economy, many leading organizations look to transform their sales teams’ performance.

Our Sales Transformation team focuses on the science of building a strong foundation for our clients’ sales organizations, followed by the art of improving critical relationship-building, listening and negotiating skills that define sales leaders. Our suite of offerings can enable your organization to:

• Optimize Channel Mix and Capacity, based on Return on Investment (ROI) and customer preference.

• Optimize Advertising and Compensation Spend to increase revenue and margin return on promotion spend.

• Develop a Customer- centric Pricing Model, driven by pricing analytics to achieve greater profitability and revenue.

• Embed More Science into Sales Talent Acquisition and Retention Practices to create a measurable impact on finding and keeping the right sales representatives.

• Accelerate Growth in New Markets (spaces, places, faces)

• Optimize Cost to Serve by route and customer segment

• Boost Sales Productivity and Facilitate Deeper Customer Share of Wallet through customer- centric sales methodologies, processes and technologies, across business planning and strategy, sales execution and sales operations.

As customer segments evolve, tastes change and demands increase, high performance organizations recognize the need to move beyond incremental change and pursue ways to integrate new service models that appeal to a more varied consumer base, target the right sets of customers and use technology to produce value-based service experiences.

Our Service Transformation offering helps service organizations deliver differentiated customer experiences that reduce churn and improve profitability. With our help, your organization can:

• Enable a Differentiated Service Experience that matches the upfront customer promise(s) across the entire value chain and customer life cycle.

• Improve the Service Experience at both transactional and relationship levels.

• Develop a Win-win, Cost-efficient Service Delivery that balances value to the customer with enterprise value.

• Enable a Seamless and Consistent Service Experience across channels and throughout the entire service value chain.

• Identify and Act Upon Customer Retention and Growth Opportunities within the service experience.

• Use Customer Service Analytics to Precisely Measure and Evaluate the Outcomes of the experience to enable targeted improvements.

Intense price competition for materials and services, more sophisticated customers and less predictability all require a new approach to sustained profitability.

We offer a suite of road-tested Pricing and Profit Optimization services that can help you optimize profitability by building, implementing and sustaining advanced capabilities, in four areas:

1. Pricing Strategy
2. Analytics
3. Price-setting
4. Execution