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The Customers & Channels Capability is aligned to the Capability Network division of Accenture and works with our client’s services organization. The team provides transformation services across five key offering namely Digital Sales, Service & Marketing; Retention and growth; Field Services; Contact channels and CRM Operations. These services help our clients optimize their cost to serve and improve revenue per customer.
The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages this diversified skill to deliver projects that helps drive quantifiable value to our clients.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality
And Responsibilities: • Lead customer experience assessment, channel analysis, KPI definition, solution and vendor evaluation in the CRM space
• Conduct CRM Marketing capability assessment, prepare target CRM operating model, functional blueprint, use cases, create and articulate business case for CRM solutions and explain the value proposition to the client
• Business requirements analysis , process & solution design for implementation of CRM solutions. Strategize the change process and assist client in implementing an effective CRM solution
• Provide probable solution options for customer engagement, sales & customer service processes and functional architecture and act as an SME for full scale CRM implementation
• Collect, formulate, and disseminate best practices on solution positioning and delivery for customers and formulate into intellectual property to grow our practice and library of tools; pro-actively identify existing or pending knowledge gaps and act to address them
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