Platform adoption
Empower platforms to deliver experiences that attract, retain and meet the needs of customers in a continually changing market.
Win All the Moments That Matter
Win all the moments that matter
In a world where customers’ needs and wants are constantly changing, platforms must affirm and reaffirm their relevance so that every moment matters. How do they do that? By personalizing every experience from acquisition through innovation, understanding customers’ emerging needs, having the agility to deliver new value fast and working seamlessly across the blurring boundaries between B2B and B2C. And by bridging the physical-digital divide to bring products and services to customers in a manner that fits how they want to use them.
Accenture looks at the attention economy and its impact on video platforms, gaming platforms and user-generated content.
Loyalty and repeat
Platform adoption has moved beyond the initial click to buy. What happens post-sale is just as important as the sale itself. It’s no coincidence that leading platforms get 75% of their revenues from repeat purchases. Here’s how you can step up your game, post-sale:
Increase users
Move users through the adoption cycle to increase retention, improve monetization and drive continuous engagement.
Engage and retain
Remain hyper-relevant, by continuously reinventing your offerings to deliver an unparalleled customer experience.
Create customer value
Apply human + machine approaches to increasingly create value for customers at every step of the journey and across every moment that matters.
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How we can help
We focus relentlessly on helping platforms anticipate and respond to fast-changing customer needs. Our Platform adoption offering spans the entire customer lifecycle.
Inspire: marketing & awareness
We find new users, create awareness and maximize personalization to deliver hyper-relevant targeted campaigns at scale.
- Awareness & influence
- Marketing intelligence
- Campaign services
Acquire: sales & activation
We limit churn by enabling the continuous experimentation that’s essential to keep users engages and provide relevant new products and services.
- Onboarding, activation & experimentation
- Sales optimization, enablement & intelligence
- Churn prediction & prevention
- Customer insights
Engage: success & experience
We create new value for existing users to keep them coming back, gathering and acting on their feedback to enhance products and services.
- Innovation & incubation
- User experience intelligence
- Support & enhancement services
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Listen to our podcast series: On the Platform
Successful platforms achieve (and keep on achieving) an intensely customer-centric mindset across every touchpoint. And they’re doing this at scale, faster than ever. By inspiring radically different behaviors in their customers early in the adoption cycle, these leaders continuously drive growth, improve relevance and increase revenues. Listen now to find out how human + machine innovation—spanning sales, marketing and service—drives the future of platform adoption through hyper-relevance.
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What we think
Explore the impacts of COVID-19 on the media and platforms landscape using our new interactive Value Map.
Accenture surveyed customers in multiple industries to investigate what customers value and the role CSMs play in driving adoption and retention.
Our client experience shows four key areas that can significantly impact value for customers.
Our leaders
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