Customer Relationship Management Health Diagnostic
Accenture's CRM Health Diagnostic uses Customer Lifetime Value (CLV) to provide our clients with a quick means to complete a comprehensive assessment of the total CRM opportunity.
The diagnostic:
- Identifies and sources the total potential "lift" in Customer Lifetime Value the organization could achieve.
- Describes the type and quality of capability increases the organization would need to capture the additional revenue (or reduced cost).
- Describes the CRM-related activities that could be executed to capture the additional revenue.
- Outlines a prioritized list of focus areas the organization could follow to capture additional value and develop required capabilities.
Customer Centric Business Solution
Our Customer Centric Business Solution is designed to support the "Order to Cash" (OTC) process. Accenture's clients benefit from a dramatic improvement in the client service and quality of response, a reduction in the collection period and an increased knowledge of customer behaviors.
There are five key components:
- Customer Service—Helps the Customer Service Manager in both proactive and reactive tasks and helps to improve information on customer contacts in the OTC process.
- Customer Serve Site—Allows extension of the client contact channels, delivering direct access to information.
- From Key Performance Indicators to Action—Responds in real time to service incidences and effectively integrates customer service with the sales force.
- Extended Enterprise—Guarantees service control and third-party operation visibility.
- Advanced Services—Orients a series of advanced and differential services towards the clients, as well as the OTC administrative services.
Customer Contact Center Value Targeting
This portfolio of tools and diagnostics supports the initial value targeting efforts undertaken by companies establishing call centers.
The capability focuses on identifying levers to produce real savings for clients. It also increases speed and accuracy in value targeting related to: customer contact centers; customer contact center diagnostic projects; and creating operating models for customer contact centers.
Customer Insight & Marketing Accelerator Platform
Our end-to-end capability provides companies with an integrated view of the customer, powerful customer segmentation and predictive modeling, adaptive campaign management and intelligent customer interactions.
Customer Data Management
Timely, accurate information is key to understanding customers and predicting their behavior. Accenture's Customer Insight Data Management services help accelerate the creation of a dynamic customer information source by leveraging our advanced infrastructure and best-of-breed suppliers to reduce investment and operational costs.
Customer Analytics
Dynamic, customer understanding and customer behavior prediction are key to creating intelligent offers and differentiating customer service. Accenture's Customer Insight Analytics services help create fast, accurate understanding of customers, rapid assessment of new prospects, and dynamic performance tuning from live campaign feedback.
Marketing Automation
Real-time, intelligent offer creation and customer service differentiation are key to building customer loyalty, creating new business opportunities and gaining competitive advantage. Accenture's customer Insight campaign management services help create a real-time, dynamic environment to substantially reduce campaign creation and execution time, continually refine campaign offers and increase effectiveness, immediately differentiate services and reduce churn, and enable real-time offer generation to improve acceptance.