Accenture Customer Relationship Management Feed

Mastering the Art and Science of Sales: Accelerate the Journey toward High Performance

Wed, 18 Nov 2009 06:53:00 GMT

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Hewlett-Packard Norway: Transforming Sales Skills and Behavior for Growth

Thu, 09 Apr 2009 08:29:00 GMT

With a portfolio that spans printing, personal computing, software, services and information technology infrastructure, Hewlett-Packard Co. (HP) is among the world’s largest IT companies. HP Norway is an example of a company that not only recognizes the value of a highly skilled sales force, but is also taking significant steps to improve sales force performance continuously. HP Norway’s focus on sales force optimization began in 2002, when a global economic downturn threatened to derail the company’s sales, profitability and growth.

Customer Acquisition and Retention: Front-Office Cost Management

Fri, 29 May 2009 12:14:48 GMT

The prospect of an extended period of economic uncertainty presents organizations with a difficult challenge: reduce front-office costs while remaining responsive to changing customer needs, new competitive risks and growth opportunities. Yet even in challenging times, organizations seeking to achieve high performance have opportunities to strengthen valued customer relationships and expand their markets while remaining cost-competitive and profitable.

Customer Acquisition and Retention: Front-Office Cost Management

Fri, 20 Feb 2009 07:42:00 GMT

Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times

Wed, 29 Apr 2009 06:13:01 GMT

Accenture High Performance Business research has shown that the ability to deliver a customer experience consistently aligned around customer needs and intentions has a significant impact on a company’s ability to create customer loyalty. In turn, loyal customers have a demonstrable impact on the top line, by buying more or buying more frequently and referring other customers to the company. In a time of economic uncertainty—when customer confidence is low and customer behavior increasingly difficult to predict—mastering this ability is more important than ever.

Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times

Tue, 03 Mar 2009 06:46:00 GMT

Customer Acquisition and Retention: Using the Customer Experience for Competitive Advantage in Uncertain Times

Mon, 01 Jun 2009 05:44:12 GMT

Accenture 2009 Global Consumer Satisfaction Survey

Tue, 27 Oct 2009 04:34:00 GMT

As part of its broad, ongoing research into High Performance Business, Accenture conducts annual research into consumer satisfaction. The Accenture 2009 Customer Satisfaction Survey is of particular interest given that changing consumer attitudes and behavior will play a key role in setting the pace of economic recovery and generating new opportunities for organic growth. Accenture highlights key findings and offers recommendations.

As They Like It

Thu, 09 Oct 2008 15:30:36 GMT

Attracting new audiences was a top priority for the legendary Royal Shakespeare Company. But before the RSC could proceed, it needed to sharpen its marketing skills.

Premium Customer Support as a Key to High Performance in a Networked World

Mon, 30 Mar 2009 14:18:39 GMT

Outlook Point of View January 2009, No. 2

Why Winning the Wallets of China's Consumers is Harder Than You Think

Thu, 08 Nov 2007 20:17:46 GMT

Although they often behave like the new global citizens, China's modern consumers have many unique traits that aren't immediately obvious to marketers. New research into buying habits and brand preferences shows the risks of misreading this complex and fast-changing market.

Accenture 2008 Consumer Satisfaction Survey

Wed, 11 Feb 2009 15:50:00 GMT

Insights from the 2008 Accenture Customer Satisfaction Survey underscore the critical importance of delivering a customer-centric service experience in the current global economy. Based on the responses of 4,189 consumers surveyed in Australia, Brazil, Canada, China, France, Germany, India, the United Kingdom and the United States, customer centricity appears more essential than ever to acquiring and retaining profitable customer relationships.

The Road to Recovery: A Report on Consumer Behavior in the New Economy

Wed, 07 Oct 2009 03:15:00 GMT

Accenture investigates consumer behavior during the recession, and draws some far-reaching conclusions on actions companies should be taking now to create their own upturns on the path to high performance.

Sales Performance Management: Enterprise Incentive Management from Accenture

Fri, 23 Oct 2009 05:26:00 GMT

As the global economy emerges from its three-year slumber, pressure builds for companies everywhere to reinvigorate their growth as they strive for high performance. The most critical component of that engine is the sales force which, more than any function, often means the difference between capitalizing on growth opportunities and accepting the scraps left behind by market leaders.

Why Customer Centricity Matters

Fri, 20 Jun 2008 17:03:00 GMT

The global economy has entered a new and complex phase, bringing with it a heightened sense of uncertainty and risk. The contours of the commercial landscape have been reshaped by unprecedented levels of competition, eroding customer loyalty and the quickened pace of innovation.

Superior Customer Service Capabilities: Key Factors in the Journey to High Performance

Wed, 29 Aug 2007 16:10:14 GMT

Superior customer service is one of the hallmarks of high-performance businesses. This paper draws on several Accenture surveys to explore the customer service challenge facing high-tech providers, and discusses four steps companies must take to foster the customer loyalty that ultimately generates stronger financial performance for the business.

Customer Acquisition and Retention: Customer-Centric Principles for Acquiring New Customers in the Multi-Polar World

Wed, 15 Jul 2009 05:23:00 GMT

Even in a down economy, many of the world’s emerging markets have continued to enjoy solid growth in consumer spending, bolstered by long-term fundamentals such as population growth, an emerging middle class of aspirational consumers, rising per capita incomes and greater credit availability.

Customer Acquisition and Retention: Customer-Centric Principles for Acquiring New Customers in the Multi-Polar World

Fri, 22 May 2009 04:37:00 GMT

Customer Acquisition and Retention: Price with Confidence

Thu, 19 Feb 2009 01:22:38 GMT

When market demand starts to slacken and future customer behavior becomes harder to predict, managers often lose confidence. This discomfort can be especially acute for those responsible for pricing—and particularly among sales teams in tough negotiations with corporate procurement. In these situations, sales people often agree to less advantageous pricing and this loss of confidence undermines plans for new business acquisition and lowers revenues.

Customer Acquisition and Retention: Price with Confidence

Thu, 23 Apr 2009 06:31:26 GMT

Using the Customer Experience for Competitive Advantage in Uncertain Times

Tue, 30 Jun 2009 06:18:51 GMT

Accenture High Performance Business research has shown that the ability to deliver a customer experience consistently aligned around customer needs and intentions has a significant impact on a company’s ability to create customer loyalty. In turn, loyal customers have a demonstrable impact on the top line because they buy more quantity or buy more frequently and refer other customers to the company. In a time of economic uncertainty—when customer confidence is low and customer behavior increasingly difficult to predict—mastering this ability is more important than ever.

Integrating Billing Systems: Realizing Economies of Scale in Telecommunications Industry Mergers and Acquisitions

Fri, 26 Jun 2009 05:56:08 GMT

When one company merges with or acquires another, several things can happen: value can be created, opportunities can emerge or value can be destroyed. The latter, unfortunately, occurs more often than not.

Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability

Tue, 07 Apr 2009 07:18:29 GMT

Leaders use sustainability to drive high performance by approaching their current sustainability challenges as an opportunity to get closer to customers and find new business opportunities. These organizations are poised to emerge as winners in an increasingly competitive business environment—even in the face of worldwide economic challenges.

Customer Acquisition and Retention: Gaining Consumer Trust and Competitive Advantage through Sustainability

Thu, 29 Jan 2009 04:24:00 GMT

Zhejiang Telecom: Customer Relationship Management and Billing

Mon, 18 May 2009 05:47:50 GMT

Zhejiang Telecom is one of the largest subsidiaries of the China Telecom Group and a leading provider of telecommunications services to Zhejiang province. In the midst of its transformation from a large, state-owned operator to a customer-focused provider, Zhejiang Telecom engaged Accenture to establish a customer relationship management and billing platform that would improve service quality.

Contact Center Metrics

Tue, 03 Jul 2007 15:17:02 GMT

Many organizations are accumulating vast amounts of information about the customer calls logged in their service centers—how many calls are received, how long they took to handle, how much they cost to handle—but does this information tell them why their customers contacted them in the first place? Are customers, for example, calling with questions that could have been addressed at the time of sale or answered in their product documentation?

The Marketing Road Map

Mon, 29 Oct 2007 16:06:20 GMT

At many companies looking to achieve organic growth, a significant gap exists between their strategy and their operational effectiveness. While closing this gap is seldom easy, it is critical to achieving high performance. Accenture's High Performance research shows that marketing organizations that are operationally excellent consistently demonstrate three specific capabilities. Moreover, through our work with high performers, we have found that successful marketing efforts have four elements in common.

The new rules for customer service: Findings from the Accenture Global Customer Satisfaction Survey

Fri, 21 Mar 2008 15:59:16 GMT

Outlook Point of View January 2008, No. 1