Our Customer Experience Transformation solutions help clients align their CRM program around a business strategy. The focus is on improving customer intimacy by defining the desired customer experience and aligning internal capabilities to profitably provide those experiences.
Capgemini helps make CRM Strategy initiatives a reality - by developing a CRM roadmap and business case to align CRM initiatives to overall corporate objectives through Customer Experience Mapping, Business Process Modelling and Technology Application Architecture.
Customer Experience Transformation
Modern customers do not just want great products or services, they want an experience that they will value.
It is no longer enough simply to sell a good product, at a great price and deliver superior service. Today’s customers are demanding more - they’re looking for a whole experience reflected through every interaction with a company. Customer experience reaches beyond call centre performance or product quality, it is the feeling that customers have about the organisation as a brand and the experience through their interaction with its products and people.
Customer experience is the new competitive landscape. Traditional customer relationship management models of the 1990s are no longer relevant. Many clients view a successful customer experience as an unattainable goal and do not realise how simple steps can help them identify the elements of their brand that customers value most. Businesses also fail to understand how they can achieve this without driving up costs. Our customer experience proposition is delivering this vision to clients while simultaneously reducing their cost base.
One of our clients wanted a digital strategy, yet their core issue was actually a lack of understanding about their customer experience. Our proposal was to address that first in order to inform the right digital strategy. This was a winning approach and demonstrates that a customer experience transformation may be suitable for many clients and act as a strong pre-cursor to an appropriate way forward as an organisation .
Improving customer experience will reduce client costs and simultaneously improve the quality of their service and brand offering. This is a statement that is hard to argue with, particularly in an increasingly fragile business environment.
To understand how your organisation could provide a differentiated customer experience, contact Gaye Andrews, Head of Customer Experience.
Roadmap Development
Our Roadmap Development solution helps clients to develop an overall marketing, sales and service strategy. Our approach begins with defining customer segments and business goals, followed by identification of high value customer experiences. We then define a roadmap of initiatives and build a business case showing the cost/benefit impact over time and evolving the roadmap to ensure expected costs and benefits are realistic.
Integral to Roadmap Development is our CRM benchmark, an ongoing assessment of key CRM statistics – over 840 metrics – across various industries. Covering CRM topics from strategy to implementation, it offers participants an array of industry-specific and best-in-class comparisons.
Multi-Channel Optimisation
The objective of Multi-Channel Optimisation is to optimise the investment made on all customer interactions to maximise ROI. Channel structures based upon market segmentation can create strong competitive advantage for companies. Our solutions help our clients to build clear channel structures and implement effectively them for optimal results in a multi-channel environment.
