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Accenture’s customer relationship management consulting experience keeps a multinational food distributor on a high-performance path.
This food distributor asked Accenture to perform an audit of the organization, processes and tools related to marketing, sales and services activities in order to build a three-year customer relationship management (CRM) road map.
The input from Accenture’s management consulting team has given this multinational food distributor the information it needs to make critical decisions regarding CRM strategy.
As a subsidiary of a global consumer goods leader and one of the top players in the market, this distributor decided to launch a transformation project to improve business performance by decreasing customer churn, increasing its sales closing rate and raising profitability.
The distributor specifically wanted to:
Accenture used our Routes to Market Framework to structure the distributor’s CRM audit. The framework provides organizations with a road map to achieve the execution capability necessary to help achieve economic and operational gains across sales and marketing. Next, Accenture conducted the CRM audit, which involved:
Accenture helped the client prioritize opportunities with key stakeholders based on the diagnostic results and the gap between its current CRM practices and global best practices, and then teamed with the distributor to define a CRM road map.
The CRM audit performed by Accenture has provided the client with:
A synthesis of the strength and potential improvement areas related to organization, tools and processes.
A detailed description of the improvement areas for each domain.
A CRM architecture blueprint describing the solution capabilities and its integration into the client’s application landscape.
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