Accenture Customer Operations helps companies deliver an integrated customer experience to improve customer loyalty and satisfaction with a parallel focus on lowering the cost to serve. Through a number of related offerings, this business service helps optimize customer interactions from marketing, sales, and complex solutions selling by streamlining the sales force, indirect channel partnerships and joint initiatives to develop a next-generation business.
Marketing Effectiveness
Sales and Service Transformation
Billing and Revenue Management
Retail for Communications, Media and Technology
Accenture Joint Initiative Solution
Accenture Indirect Channel Solution
Accenture Customer Operations Services
View the Overview video for Accenture Customer Operations Services that highlights how integrating marketing, sales and service across multiple channels can help our clients deliver a customized, yet consistent customer experience.
Learn more about Accenture’s services, research and client successes:
Communications
Electronics and High Tech
Accenture Customer Operations Services creates an integrated and consistent yet differentiated customer experience while maximizing channels, enabling our clients to improve customer loyalty, satisfaction and achieve profitable growth.
Differentiated Sales and Support Experience
Differentiated service experience that matches the upfront customer promise(s) and is cohesive and consistent across channels, the entire value chain and customer life cycle
Win/win cost-efficient service delivery that balances value to the customer with enterprise value
Smart Monetisation in the New Ecosystem
Integrated marketing across the traditional and digital ecosystem including social media channels to increase revenue, customer satisfaction, brand awareness, loyalty, trust, and advocacy amongst followers
Precision targeting, pricing and yield management, increasing acquisition, cross/up selling and retention
Higher revenue per transaction and higher ARPU over time
Reduced/eliminated revenue leakage
Rapid Time to Market and Penetration into New Markets
Customer Operations Service Offerings:
Marketing Effectiveness Solutions
Accenture’s marketing effectiveness solutions help clients transform marketing as a crucial component of customer operations, working to help optimize customer acquisition, retention and growth through effective multi-channel management, by leveraging customer insights, by developing relevant value propositions, by using effective channels and by enhancing marketing operations.
Sales and Service Transformation Solutions
Accenture’s sales and service transformation solutions are a comprehensive suite of analytical assets, methodologies and implementation services, including market-leading business process outsourcing capabilities, which enable clients to use an integrated, multi-channel sales and service strategy to strengthen customer relationships, increase customer ownership and grow sales and revenue across their customer operations.
Billing and Revenue Management Solutions
Accenture’s billing and revenue management solutions deliver rapid creation and support for billing functionality required for customer operations in today's varied communications environment, enabling clients to establish new or improved billing and customer care capabilities to increase revenue generation, avoid revenue leakage and rationalize pre-and post-paid billing architectures.
Accenture Retail Solution for Communications, Media and Technology
Accenture’s retail solutions for Communications, Media and Technology are a comprehensive suite of analytical assets, methodologies and implementation services to drive top-line growth, customer retention, and bottom-line savings across customer operations by improving merchandising effectiveness and store experience.
Accenture Joint Initiative Solution
The Accenture Joint Initiative Solution includes a structured collaboration model between Accenture and a strategic business partner that can help a company accelerate its path to enterprise market growth by enabling access to C-level decisions made to transform the enterprise and its customer operations in order to pull through a large volume of equipment, software and services.
Accenture Indirect Channel Solution
The Accenture Indirect Channel Solution helps clients leverage indirect channels to expand the reach of their sales force and successfully penetrate new markets (e.g., new countries) and customer segments (e.g., SMB), utilizing solutions, knowledge and experience that span customer operations and the entire indirect channel value chain.
Customer Operations Research, Opinions and Insights:
The New Consumer Evaluation Model for Communications Service Provider
Accenture Change Management for High-Tech Companies: Building Channel Collaboration through Greater Adoption of CRM
The Future Communications Service Provider: A Blueprint for Relevance in the Converged Digital World
How Telcos Can Seize the IT Consumerization Opportunity
Consumerization and the New World of Business Opportunity for Telcos
Analytics in Action Research: How Organizations Are Measuring Up on the Journey to ROI
Make the Call—Choosing Effective Innovation in the Telecommunications Sector
Accenture Technology Vision 2012: What It Means for Communications
Achieving High Performance by Refocusing on More Profitable Business-to-Business (B2B) Models
Building Customer Loyalty for Consumer Electronics Manufacturers
A Challenge to Telecom Operators: Redefine Relationships with the Digital Consumer
Winning the Intensifying Battle for Customers: Next-generation Customer Analytics and Big Data
How Communications Service Providers Can Transform Telecom Billing Operations to Support a New Convergent, Digital Business
Customer Operations Client Successes:
Telefónica and Accenture: A Digital Partnership
Warner Bros.: The Future of Digital Asset Management in the Media and Entertainment Business
NBN Co: Business Intelligence Capabilities
Telstra: Blended Learning Solution to Promote Customer-centricity
Global High Tech Organization: Streamlining Expense Reporting
BFI (British Film Institute: Technology and Interactive Technology - Project Snapshot
Nordic Telco: Analytics Help Reduce Churn and Improve Marketing Campaigns
Reliance Communications: Analytics-driven Usage and Retention (U&R) Capability
Deutsche Telekom: Creating a Customer Portal Using PaaS
Telefónica: Strengthening a Critical Contact Point - Better Billing at Telefónica
Emerging Market Communications Service Provider: Telecom Billing System
SFR: CRM/Interactive Voice Response
Learn more about Accenture Business Services for Communications, Media and Technology companies: Driving Innovation and Growth in Communications, Media and Technology
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