Customer Relationship Management

Winning the Intensifying Battle for Customers: Next-generation Customer Analytics and Big Data

2012-05-01T05:00:00Z

Winning the Intensifying Battle for Customers: Next-Generation Customer Analytics Enable Mobile Carriers to Make Sense of—and Profit from—a Treasure Trove of Data.

Getting Beyond "Nice to Meet You": Building Customer Loyalty through Analytics in the Communications Industry

2012-04-30T05:00:00Z

Taming the Channel Complexities of the Chinese Consumer Market: New Challenges, Rules and Growth Opportunities

2012-04-27T05:00:00Z

New research from Accenture identifies five capabilities regarding sales performance and channel management that companies must master if they are to profit from China’s growing but complex consumer market.

The Social Advisor: Using Social Media Effectively in Wealth Management

2012-04-18T05:00:00Z

In this report, Accenture examines how wealth management advisors and agents can use social media effectively to acquire and retain customers.

Navigating the Uncertain HIX Landscape

2012-04-11T05:00:00Z

Read Accenture's summary report about state health insurance exchanges and discover six actions for health payers to navigate the HIX landscape.

New Realities, New Approaches: The Client-Advisor Relationship in Wealth Management

2012-04-05T05:00:00Z

Accenture examines how changes in client expectations and the competitive landscape are forcing wealth management companies to rethink their relationships with clients and their own advisors.

Shared Services: Measuring Success and Outcomes

2012-04-03T05:00:00Z

Managing and measuring performance -in public service organizations.

Shared Services: Communicating Success

2012-04-03T05:00:00Z

Best practices in communicating success in government shared services.

Driving Business Value from Integrated Multichannel Distribution

2012-03-30T05:00:00Z

Integrated, multichannel banking is a customer’s dream—and a bank’s nightmare. Legacy IT systems, including aging core banking platforms, make it tricky and costly to turn this vision into a reality.

Empowering Agents to Employ Digital as a Competitive Weapon

2012-03-20T05:00:00Z

Insurance agents deliver strong person-to-person customer relationships while delivering distinctive customer experiences. Carriers can leverage this if they arm their agents to compete in a digital world.

Leading Convergent Utilities Provider: Billing Operations

2012-03-20T05:00:00Z

Read how Accenture helped this convergent utility provider measurably improved one of its most mission-critical billing operations processes.

Insurance: Achieving High Performance in Advice-Led Distribution

2012-03-20T05:00:00Z

A multi-trillion dollar opportunity confronts life insurers if they can access the huge uninsured and under-insured global markets. This whitepaper explores how insurers can penetrate this opportunity.

Achieving High Performance in Core Banking: American Banker Series

2012-03-19T05:00:00Z

How to Make Your Company Think Like a Customer

2012-03-12T05:00:00Z

Customers today expect an imaginative, high-quality experience in a multichannel environment. Regard this as an opportunity: Your company can leverage new strategies and technologies to create operations capable of making good on your customer-centric promise and growing your business.

The Customer Centric Approach

2012-02-27T06:00:00Z

Read about how CRM technology can help insurers.

Banking Technology Vision: Technology Waves That Are Reshaping the Banking Landscape

2012-02-24T06:00:00Z

Accenture has studied how technology and business trends are converging—and what that means for banks. Read this report to learn about the technology waves that are shaping the banking landscape.

Asia Consumer Product Trends: Implications for Retailers and Manufacturers

2012-02-16T06:00:00Z

Read Accenture's report about Asia consumer product trends, implications for retailers & manufacturers and how consumer buying behaviors are changing due to economic cycles.

United States Postal Service: Pioneering Innovative Mail Services

2012-02-16T06:00:00Z

Operating for more than 230 years on a maxim of trust, the United States Postal Service (USPS) aims to provide customers with outstanding service.

Making Your Organization Customer Smart

2012-02-14T06:00:00Z

Read how B2B companies can develop differentiated customer sales strategies to drive high performance.

Blurring Borders: Customer Segmentation and Global Growth Podcast

2012-02-11T06:00:00Z

In this High Performance Business podcast, we discuss how some of the world’s largest corporations are achieving global growth through customer segmentation.

From Contact to Consumption: A Strategic Approach to Customer Service Management

2012-02-07T06:00:00Z

Read how a new and differentiated strategic approach to customer service can help build loyalty.

Accenture 2011 Global Consumer Research Study: The New Realities of “Dating” in the Digital Age

2012-01-31T06:00:00Z

Read the Accenture 2011 Global Consumer Research Study to see why your company may be losing customers in the new realities of "Dating" in the Digital Age and how to help retain them.

Are Your Consumer Packaged Goods (CPG) Brands Maximizing the Return on Your Digital Investment?

2012-01-29T06:00:00Z

Accenture, comScore, and dunnhumbyUSA study shows direct correlation between CPG brand website usage and in-store purchase behavior.

Six Ways Social Media Technologies Can Accelerate Large-Scale Change

2012-01-23T06:00:00Z

Social media technologies are helping people communicate in new ways. Now they are also helping enterprises successfully navigate major business change programs.

Contextual Pricing: The Death of List Price and the New Market Reality

2012-01-16T06:00:00Z

Read Accenture’s new book, Contextual Pricing, to learn how to turn pricing into a lever for revenue and profitability.

Making Mobile Point of Sale (POS) Happen: Five Ways Stores Can Better Compete and Grow

2012-01-16T06:00:00Z

Retailers need to invest now in mobile point of sale to keep up, not only with competition, but also with customers and the new technologies they’re bringing into stores with them.

Succeeding at Microinsurance through Differentiation, Innovation and Partnership

2012-01-12T06:00:00Z

Microinsurance success can be achieved through differentiation, innovation and strategy.

Rail 2020

2012-01-04T06:00:00Z

Digital Channels - Reaching Doctors in China

2011-12-21T06:00:00Z

Over the last few years, a number of factors converged to expand healthcare opportunities in China.

Achieving High Performance in the Home Energy Services Market

2011-12-15T06:00:00Z

A review of opportunities for energy service providers in the United Kingdom.

New Energy Consumer Channel Preferences for High Performance: US Consumer Survey

2011-12-12T06:00:00Z

Accenture surveyed 1,000 end consumers across the United States in late 2010, to assist energy providers to understand consumer preferences for channel interaction, contact mode and choice of providers for energy and energy-related products.

Project Snapshot: Leading European House Builder Back-Office and CRM Systems Integration

2011-11-30T06:00:00Z

Accenture is working with a leading European house builder to implement an enterprise resource planning (ERP) solution that will improve performance.

Project Snapshot: Leading Brewer: Accenture CAS Solution

2011-11-29T06:00:00Z

Accenture is working with one of the world’s leading brewers to implement the Accenture CAS mobility solution to improve its performance.

Going for Growth: How the Pharmaceutical Industry Must Balance Cost and Price to Drive High Performance in a Recovering Global Economy

2011-11-25T06:00:00Z

Read Accenture’s research about how pharmaceutical companies are striking the cost/price balance to reignite growth.

Insurance | Reigniting Business Growth in Insurance through Relevant Digital Consumer Interactions

2011-11-25T06:00:00Z

Consumers are using the Internet to research and purchase their insurance. This trend provides forward-thinking carriers with tremendous growth opportunities, if they can drive the right consumers to the right offerings.

Globalization: Blurring Borders

2011-11-17T06:00:00Z

Companies who segment customers across geographies by similar motives, attitudes and behaviors will strengthen their customer relationship management and enable global growth.

Building a Differentiated Service Experience Strategy to Drive High Performance

2011-11-16T06:00:00Z

Read Accenture’s research which shows that differentiated service experiences help companies build loyal client bases.

The Era of the Healthcare Consumer

2011-11-11T06:00:00Z

Why is consumer centricity the secret to healthcare transformation?

Mobility and Customer Service Podcast

2011-11-01T05:00:00Z

In this podcast David Klimek, a senior executive with Accenture’s CRM group, discusses important considerations when developing a mobile customer service application.

Banking 2012: Revenue Growth and Innovation

2011-10-31T05:00:00Z

Read about Accenture’s Banking 2012 research which examined the drivers that are required for sustainable revenue growth and innovation.

Making Social Media Pay - Rethinking Social Media’s Potential to Bolster B2B Interactions, Customer Loyalty, Revenues and Brand Reputation

2011-10-19T05:00:00Z

Read Accenture’s research about social media’s potential for B2B companies and how forward thinking companies can drive greater value from their social media investments.

Pharmaceutical Distribution: In a Changing World, a Decisive Opportunity

2011-10-18T05:00:00Z

Ever greater quantities of medicines are now dispensed or sold through large pharmacy chains and grocery multiples.

Multichannel Management: The Key to Successful Pharmaceutical Sales and Marketing in Latin America

2011-10-18T05:00:00Z

Read Accenture’s research on why multinational pharmaceutical companies require a multichannel management approach to sales and marketing in Latin American market.

Revitalizing Key Account Management

2011-10-07T05:00:00Z

Read Accenture’s research on the four principles for successful key account management which can help clients drive high performance through improved sales performance.

How Service and Support Influence Buying Decisions

2011-10-05T05:00:00Z

Read Accenture’s Research about how service and support is becoming a significant factor in influencing buying decisions.

Global Retailer: Customer Analytics Capabilities

2011-09-29T05:00:00Z

Accenture helps a global retailer achieve high performance by deploying advanced customer analytics capabilities.

Maximizing Customer Retention: A Strategic Approach to Effective Churn Management

2011-09-27T05:00:00Z

Read Accenture’s research on Maximizing Customer Retention and why minimizing customer churn is so important—and how to create an effective Churn Management.

Bringing Science to Selling: What Every Chief Sales Officer Should Know About Sales Analytics

2011-09-22T05:00:00Z

Accenture shows how using sales analytics can help complement the intuition, judgment and skills of sales executives to create a more effective sales organization.

Optimizing Sales Effectiveness to Achieve High Performance: 2011 Sales Performance Optimization Study

2011-09-20T05:00:00Z

Read Accenture’s CSO Insights’ 2011 Sales Performance Optimization Study analysis and learn how to optimize sales effectiveness to achieve high performance.

Customer-as-a-Service: Using Social Media to Transform Peer-to-Peer Interactions

2011-09-09T05:00:00Z

Read Accenture report on how social media can enhance B2B peer-to-peer customer service transformation.

The B2B Customer Experience Blueprint: Reaping the Benefits of a Tailored Customer Experience

2011-08-30T05:00:00Z

Read how a customer experience blueprint can help B2B companies deliver a differentiated customer experience that generates real business benefits.

Do You Know What Your Small Business Customers Want?

2011-08-30T05:00:00Z

Read how SMB analytics and segmentation can be used to help companies find new customers in this hard-to-reach market.

Achieving High Performance in Insurance through Multi-Channel Distribution

2011-08-26T05:00:00Z

The path to profitable growth in insurance lies in giving customers a consistently exceptional experience. To achieve this, insurers must develop robust capabilities in multi-channel distribution.

Attracting and Retaining Customers for Life

2011-08-26T05:00:00Z

As customer behaviors and expectations change, successful insurers will change with them. By attracting and retaining customers for the long term, carriers can achieve high performance.

Life Insurance Challenge: Customer Satisfaction

2011-08-26T05:00:00Z

Consumer involvement in life insurance is low, as is loyalty to providers. Insurers that offer distinctive, relevant products and services have the opportunity to increase sales and gain market share.

Don’t Buy Your Customers Loyalty, Earn It: How Marketing Executives Can Master Customer-Centric Loyalty

2011-08-23T05:00:00Z

Read how marketers have a key role to play in developing customer loyalty to profitable growth.

What Price Information?

2011-08-22T05:00:00Z

The unit price of information is actually increasing, not decreasing—and definitely not trending toward free.

Executive Summary: The Social Media Management Handbook - Everything You Need to Know to Get Social Media Working in Your Business

2011-08-18T05:00:00Z

Read about the Accenture’s social media management handbook and learn four areas our business needs to focus to harness this technological and behavioral innovation.

Aligning Customer Segmentation with Industry Realities to Achieve High Performance in the Chemical Industry

2011-08-17T05:00:00Z

This Accenture paper looks at how, by using more sophisticated customer segmentation, companies can focus on the right customers, increase revenues, improve margins and position themselves as suppliers of choice in the chemicals industry.

Thinking Strategically about Mobility: A Roadmap for Life Sciences Companies

2011-08-17T05:00:00Z

The widespread use and continued innovation in mobile technology presents new opportunities for life sciences companies to improve business performance and enable better patient care.

Leveraging Mobility to Maximize Pharmaceutical Sales Force Effectiveness

2011-08-16T05:00:00Z

Traditional pharmaceutical sales approaches are no longer enough.

From Patient to Customer: Improving the Patient Experience

2011-08-15T05:00:00Z

The healthcare industry is now more competitive than ever. How to succeed? By treating your patients as customers and delivering on a great customer experience. Here’s how.

The Premium of Value: Pricing and Promoting Luxury to the New Consumer

2011-08-11T05:00:00Z

Read Accenture’s research on how the luxury goods market is changing and how retailers must take a new look at their pricing models to serve the new consumers.

Going for Growth: The Role of Price and Cost in Driving High Performance in a Volatile Global Economy

2011-08-03T05:00:00Z

Read how Accenture’s research explores the role of price and cost optimization as growth returns to the agenda in a Volatile Global Economy.

Optimizing Price and Cost Simultaneously: A New Mandate for a Volatile Global Economy

2011-07-29T05:00:00Z

Read Accenture research on how to optimize price and cost to help your company return to growth.

Pricing and Licensing for Technology Solutions: Optimizing Operational Capabilities for Growth

2011-07-26T05:00:00Z

Read Accenture research on how technology companies can implement pricing and licensing initiatives by building the right operational capabilities to drive growth.

Social Sales: Collaborating for High Performance

2011-07-12T05:00:00Z

Read how Accenture argues that B2B companies need to use social networking extensively to promote social sales to enable high performance.

The Allure of Pricing Predictively

2011-06-13T05:00:00Z

Pricing activities are getting fresh attention from senior executives. Realizing that analyses of past performance are no longer enough to outrun competitors, more and more business leaders are investing in sophisticated predictive analytics to drive tomorrow’s pricing models with facts rather than hunches.

Mobility and Customer Service: Tapping into an Increasingly Powerful Channel

2011-06-08T05:00:00Z

Read Accenture analyses about the importance of mobile channel as an interface for customer service and support & becoming a key lever to achieve high performance.

Making the Shift to a Customer-Centric World—Aerospace and Defense

2011-06-07T05:00:00Z

Read about Accenture's aerospace and defense customer services study and learn why service is an increasingly important element of the aerospace and defense industries.

A is for Apple - Learning Lessons from a World Beater

2011-05-27T05:00:00Z

Read how the media industry learns about Apple’s digital value chain from Accenture.

Melding Marketing and IT: Are You Ready for the Digital Revolution?

2011-05-23T05:00:00Z

The ultimate promise of digital and interactive channels is personalization: bringing timely and relevant offerings to customers wherever they are, at that moment when opportunity and interest translate into a sale.

The Next-Generation Insurance Contact Center: Driving Efficient Growth

2011-05-18T05:00:00Z

Carriers that establish contact centers as a key part of a comprehensive distribution strategy can drive growth, provide differentiated customer experiences and, ultimately, achieve high performance.

New Channels Create New Growth Opportunities for Insurers

2011-05-11T05:00:00Z

In early 2011, Accenture surveyed 2500 individuals who had purchased life, home or auto insurance. The survey results provide insight into North American insurance consumer behaviors and preferences.

Maximizing the Pricing Capability: Helping to Achieve the Promised Benefits from Technology

2011-04-13T05:00:00Z

Read about Accenture's comprehensive framework to help B2B companies develop a pricing capability that can help them achieve the benefits of pricing technology.

Boosting Relevance and Returns: Improving the Digital Channel in Banking

2011-04-07T05:00:00Z

As consumer interest in the digital channel continues to grow, banks must stretch tight marketing budgets even further. How can you determine which media mix offers the biggest bang for your buck?

Up Close and Personal: How Banks Can Use Digital Channels to Drive Growth

2011-03-30T05:00:00Z

As banks shift their focus from products to consumers, they are using technology to improve distribution and offer more personalized services to a wider range of narrowly defined customer segments.

How Successful is Your Campaign and Promotion Management?

2011-03-25T05:00:00Z

Read about Accenture research on the best practices in campaign management to help increase marketing ROI and what leading companies are doing to optimize campaign management.

Refocusing on Trust and Relevance for the Capital Market Businesses

2011-03-15T05:00:00Z

Refocusing on trust and relevance: The client service imperative for capital markets businesses

Harnessing the Power of Social Media

2011-02-15T06:00:00Z

The impact of social media is embryonic today but could ultimately surpass the predictions of the industry’s most daring visionaries. Companies that actively experiment with embedding a social media mindset and capabilities in their business processes will transform their relationships with customers and create value in unforeseen ways.

Aprimo Marketing Summit 2011

2011-02-14T06:00:00Z

Read about Accenture sponsoring Aprimo Marketing Summit 2011 and learn about solutions that can help manage marketing campaigns and marketing resources more effectively.

Achieving High Performance Through Alternative Sales Models

2011-02-14T06:00:00Z

How changing the traditional face-to-face sales force approach can improve cost efficiency and revenue uptake in the pharmaceutical industry – A european study

Accenture 2010 Global Consumer Survey

2011-02-08T06:00:00Z

The Accenture 2010 Global Consumer Survey highlights important aspects of consumer attitudes and behaviors.

Cost Management: An Aspect of Profit & Cash Optimization

2011-01-24T06:00:00Z

Learn about Accenture research that shows how companies are approaching cost management and how these changes will affect the way business is done.

Everything You Need to Know to get Social Media Working for Your Business

2011-01-04T06:00:00Z

As customers wield more power and influence over businesses than ever before, it’s vital for business leaders to understand the social media phenomenon and prepare their organizations to thrive.

Euskaltel: IT Strategy and Transformation

2011-01-01T06:00:00Z

Accenture helps Euskaltel drive toward high performance with a rapid launch of its mobile virtual network operator (MVNO) business.

Conbipel: Customer Relationship Management

2011-01-01T06:00:00Z

Accenture worked with Conbipel to create a customer relationship management model that would improve the retailer’s in-store operations, provide a deeper understanding of customer buying patterns and increase loyalty revenues.

Pricing Excellence in Financial Services: A Key Component of High Performance

2010-12-07T06:00:00Z

Read about Accenture research on the five key elements of pricing excellence in financial services and a three-phase approach to reaching it.

Customer Relationship Management for Chemicals

2010-12-06T06:00:00Z

Building leaner, more cost-effective businesses has become standard industry practice for chemical companies.

Will Marketing Get the Message?

2010-11-01T05:00:00Z

In a growing number of organizations, marketing is assuming a commanding new role—not only executing strategy but increasingly shaping it as well. As these leading growth companies redefine the marketing function, they are focusing on four key areas of competency.

The Evolution of Customer Service: Harnessing the Potential of Social Media

2010-10-01T05:00:00Z

The growing popularity of social media means that companies are embracing them as a way to enhance customer service.

Optimizing Sales Effectiveness to Achieve High Performance

2010-09-30T05:00:00Z

Accenture Sales Performance Optimization Study indicates that 2009 was a tough year.

The New Customer Equation: Why Loyalty Isn’t Enough in the Digital Age

2010-08-05T05:00:00Z

To change the equation on customer loyalty, tipping the scales back from buyer to seller, companies need to break the one-size-fits-all sales cycle.

Debunking Store Labor Myths with a Customer-Centric Labor Strategy

2010-07-22T05:00:00Z

For most retailers, a store labor force that is consistently responsive to the unique service needs of each store’s customers is wishful thinking.

Customer Analytics: Cutting a New Path to Growth and High Performance

2010-07-21T05:00:00Z

Customer-centricity is an increasingly important requirement for competitive advantage and, ultimately, high performance.

Onward and Up: How Marketers Are Refocusing the Front Office for Growth

2010-06-29T05:00:00Z

With growth likely to be sluggish, marketers are faced with the challenge of transforming to meet new customer expectations—with static or declining budgets.

Accenture Customer Preferences Study for Chemicals

2010-06-01T05:00:00Z

Accenture, in partnership with the American Chemistry Council and TrueChoice® Solutions, conducted a study of what drives decisions around selecting suppliers.

Customer Retention in UK General Insurance

2010-06-01T05:00:00Z

Customer retention remains a high priority for UK insurers as customer attrition continues to threaten progress made in this area.

Pricing for the Upturn: Pricing Strategies in the Chemical Industry

2010-04-30T05:00:00Z

At best, an ill-conceived pricing strategy may cause a company to miss the potential short-term gains offered by an improvement in the economy.

Marketing Transformation—An Introduction from Nick Smith, Global Managing Director

2010-04-16T05:00:00Z

In this video, Nick Smith, global managing director-Marketing Transformation Solutions, Accenture, looks at the future of marketing.

Thinking Strategically About the Interactive Advertising Industry

2010-04-12T05:00:00Z

The Interactive Advertising Bureau (IAB) and Accenture look to the future.

Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies

2010-03-24T05:00:00Z

As the challenging economic environment caused customers to re-examine their spending, companies continue to work to reduce churn and hold on to existing customers’ business, while preparing for growth.

How Chief Marketing Officers Can Drive a New Growth Agenda

2010-03-01T06:00:00Z

In an uncertain business environment, every business decision must be made with the customer in mind. Marketing must help shape strategy, not just execute it.

From Retail to Me-tail: Tomorrow Starts Today

2010-02-04T06:00:00Z

Tomorrow Starts Today

Driving Growth through Customer Loyalty

2010-02-01T06:00:00Z

Growth is back on the horizon—but will your customers be around to help you achieve it? Delivering the kinds of customer experiences that drive retention, repeat buying and overall business growth is becoming increasingly challenging.

Why Less Is the New More

2010-02-01T06:00:00Z

Customers continue to demand greater value at ever-lower prices. But for many companies, the ability to produce savings through more traditional cost-cutting measures is nearly exhausted.

Defining Customer Experiences that Enable High Performance – Podcast

2010-01-26T06:00:00Z

Social CRM: The New Frontier of Marketing, Sales and Service

2010-01-20T06:00:00Z

The emergence and increasing usage of social media and other Web 2.0 tools has dramatically altered how companies interact with their customers.

In Search of the Lost Customer: Insights into the Accenture 2009 Global Consumer Satisfaction Survey Podcast

2010-01-01T06:00:00Z

In this Accenture High Performance Business podcast interview, Chris Allen, an Accenture senior executive, reveals key findings from Accenture’s 2009 Consumer Satisfaction Survey.

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

2009-12-14T06:00:00Z

Creating a sales capability that can drive growth around the world is clearly vital to high performance in today’s global business environment.

Bringing Science to Selling: Achieving High Performance through Sales Analytics

2009-12-07T06:00:00Z

Sales is an engine of growth and thus of high performance—and yet many sales organizations continue to underperform.

The Future of Marketing

2009-12-01T06:00:00Z

Fifty CEOs share insights on the new importance of marketing

Customer Service and Support for the Aerospace and Defense Industry

2009-11-19T06:00:00Z

Customer service and support is moving to the heart of the aerospace and defense industry value proposition.

Accenture 2009 Global Consumer Satisfaction Survey

2009-11-11T06:00:00Z

As part of its broad, ongoing research into High Performance Business, Accenture conducts annual research into consumer satisfaction.

The Customer Code: Translating Insights into Action, Right Here, Right Now

2009-11-07T06:00:00Z

Customers are smarter today than ever in getting what they want. Retailers need to stay smart to catch-up and fulfill their customers’ interests.

Just Shut Up and Listen?

2009-10-15T05:00:00Z

In an age of bloggers and social networks, companies need to recalibrate the way they see their marketing, branding and corporate communications.

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

2009-09-24T05:00:00Z

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.

The Point: The New Customer Imperative in Banking

2009-08-20T05:00:00Z

Retaining and acquiring customers in a changed banking landscape

Transforming the Customer Experience in the Intelligence Community

2009-08-17T05:00:00Z

Learn how Accenture's customer experience strategies can help the intelligence community cultivate and sustain stronger customer relationships to yield high performance.

Strategies for Managing Front Office Costs

2009-06-09T05:00:00Z

How to Make the Most of the Great Consumer Trade Down

2009-06-08T05:00:00Z

As discretionary spending all but disappears, companies must make adjustments in product mix, pricing, promotions and channel strategy to deliver the innovation today’s customers value.

Customer-Centric Principles for Acquiring New Customers in the Multi-Polar World

2009-05-22T05:00:00Z

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.

Back to Customer-Centric Basics Podcast

2009-05-01T05:00:00Z

What does it mean to be “customer-centric”? In this podcast, Accenture explains this concept and its vital importance in a time of global economic disruption.

Achieving High Performance in Turbulent Times – Creating Advantage from Adversity

2009-04-03T05:00:00Z

Accenture in partnership with CNBC TV18 hosted a knowledge session and CEO panel discussion on “Achieving high performance in turbulent times – creating advantage from adversity” in Mumbai on April 3, 2009.

Back to Basics

2009-03-30T05:00:00Z

It is clear that the global economy has entered an extended period of disruption and uncertainty.

Customer Loyalty

2009-03-30T05:00:00Z

As brands become increasingly commoditized and competition fiercer, keeping and expanding customer relationships depends on the ability to create loyalty by delivering a customer experience tailored to changing customer needs and values and consistent with the brand promise.

Why Customer Centricity Matters in Uncertain Times

2009-03-26T05:00:00Z

Sustaining High Performance through Uncertain Times

A Structured Approach to Reaching New Customers and Growing Revenues

2009-03-24T05:00:00Z

Overall, indirect sales channels entail lower total costs compared to direct channels.

Customer Acquisition and Retention: Driving Organic Growth in an Uncertain Economy

2009-03-04T06:00:00Z

In recent years, intense global competition and rapid loss of customer loyalty have made companies work harder to attract and keep profitable customers.

Investing to Sustain High Performance—Examining the Two Sides of the Innovation Coin

2009-02-23T06:00:00Z

During this period of economic uncertainty, many organizations are actively searching for ways to hang onto hard-earned dollars and cents.

Front-Office Cost Management

2009-02-20T06:00:00Z

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.

Gaining Consumer Trust and Competitive Advantage through Sustainability

2009-02-11T06:00:00Z

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.

Podcast: Leadership in Customer Service

2009-02-05T06:00:00Z

Listen as Federal News Radio’s Jason Miller interviews Greg Parston, director of the Accenture Institute for Public Service Value, about the latest installment of Accenture’s Leadership in Customer Service study.

Customer Acquisition and Retention Podcast

2009-01-29T06:00:00Z

Premium Customer Support as a Key to High Performance

2009-01-25T06:00:00Z

Keys to success for any company operating in the C&HT marketplace will be masking technical complexity for consumers and providing them with high-quality, unified customer support.

Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes

2009-01-13T06:00:00Z

For the past nine years, Accenture has been conducting leadership research to help public service organizations around the world serve citizens better.

Heineken España S.A.: Customer Relationship Management

2009-01-01T06:00:00Z

Accenture collaborated with Heineken Spain to build and implement Customer Relationship Management (CRM) methodologies and tools—based on SAP CRM.

Premium Technology Services Are Growing and Enhancing Customer Relationships

2008-12-10T06:00:00Z

Consumers are grappling with the complexity that accompanies the evolution of digital products.

Accenture 2008 Consumer Satisfaction Survey

2008-11-10T06:00:00Z

High Performance in the Age of Customer Centricity

Deal Shaping: How to Execute Sales Programs that Improve Your Customers' Business Value

2008-11-01T05:00:00Z

Deal shaping, a comprehensive approach to sales planning and execution, can help companies propose solutions for their customers based on the business value to be created.

The Capabilities to Drive High Performance in the Digital Advertising Industry

2008-10-10T05:00:00Z

The Accenture 2008 Global Digital Advertising Study analyzed the capabilities needed to achieve high performance in the age of digital advertising.

The Future of the Communications Industry

2008-07-24T05:00:00Z

The boundaries of the telecommunications industry continue to blur and blend as technology, business and consumer trends redefine the digital services marketplace.

As They Like It: Royal Shakespeare Company (RSC)

2008-05-15T05:00:00Z

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.

Warranty Management: No Trouble Found Returns

2008-04-30T05:00:00Z

Accenture research estimates that product returns are costing manufacturers, communication carriers and electronics retailers almost $14 billion a year in the United States.

Accenture Research on Innovative Approaches to Win the US Bundled Pricing Game

2008-03-31T05:00:00Z

In this report, Accenture discusses how telco and cable companies can make better use of the segment-based pricing to craft differentiated offers and thus begin to shape demand-and achieve high performance.

Achieving High Performance by Transforming Sales Operations

2008-03-31T05:00:00Z

Customer Support: Mapping Out a Vision for Enhanced Customer Support

2008-03-04T06:00:00Z

Key to Future Growth in the Communications, Media and Technology Markets

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

2008-01-04T06:00:00Z

Recommendations based on our latest annual Global Customer Satisfaction Survey can help companies influence consumer buying decisions and increase long-term loyalty.

Customer Satisfaction in the Changing Global Economy

2007-12-28T06:00:00Z

Accenture 2007 Global Customer Satisfaction Survey Report

Customer Support: Transforming Online Customer Support to Increase Customer Satisfaction

2007-12-13T06:00:00Z

Accenture recently evaluated the support sites of five major multinational high tech companies (which remain anonymous) against a set of criteria we have found to be important elements of a robust support website.

Accenture 2007 Global Consumer Satisfaction Survey

2007-11-20T06:00:00Z

Enabling high performance in a multi-polar world

High-Tech's Disconnected World: Customer Service

2007-10-09T05:00:00Z

Writing for destinationCRM.com, Brett Anderson, global managing director-Communications, Media and Technology CRM at Accenture, discusses the results of recent research by Accenture into the status of customer service at high tech and electronics companies.

How to Motivate Your Sales Force to Great Performance

2007-09-15T05:00:00Z

It's not just about the paycheck. Effective incentive compensation management is based on an understanding of basic human motivation which can motivate a sales force.

The Marketing Road Map

2007-06-04T05:00:00Z

The new route to operational excellence.

Pricing Management for Integrated Device Manufacturers

2007-03-07T06:00:00Z

Today, supply chain complexity and global competition are eroding margins, and the number of products and markets that semiconductor companies—and in particular integrated device manufacturers (IDMs)—have to manage has mushroomed.

Contact Center Metrics

2007-02-27T06:00:00Z

An Accenture Perspective on Transforming Customer Service.

From Call Quality Monitoring to Call Quality Insight

2007-01-08T06:00:00Z

An Accenture Perspective on Transforming Customer Service

Service in the Customers' Eyes: What Works, What Doesn't and How it Contributes to High Performance

2006-10-30T06:00:00Z

Customer service has long been recognized as an area that has a significant impact on a company's top and bottom lines.

Ericsson: Customer Relationship Management

2005-07-19T05:00:00Z

Ericsson is the largest supplier of mobile systems in the world with locations in 140 countries.

Core for the Store: Pricing, Promotion and Markdown Management

2005-05-06T05:00:00Z

Although retailers acknowledge that pricing is critical to the performance of their business, most do not follow correct pricing strategies.

Stimulating Consumer Demand Through Meaningful Innovation

2002-11-12T06:00:00Z

Research Report Abstract

CLP Power: SAP Customer Relationship Management Implementation

1901-01-01T06:00:00Z

Read this SAP CRM case study to learn how CLP Power turned to Accenture to implement a new CRM system using SAP.

Social Banking: Social Network Imperative

1900-01-01T06:00:00Z

As interest in social banking grows, retail banks must learn how to craft effective social media strategies that capitalize on social networks such as Facebook and Twitter to connect with consumers.

New York City 311: Public Service Call Center Solutions

1900-01-01T06:00:00Z

With Accenture’s help, the city of New York implemented a public service call center solution, NYC 311, to provide optimal customer services for residents.

Tata Motors: Achieving High Performance Through Sales Transformation

1900-01-01T06:00:00Z

Read how Accenture helped Tata Motors launch a comprehensive sales transformation effort, boosting sales of its ACE vehicle in four Indian states.

United States—Florida Department of Business and Professional Regulation: Licensing System

1900-01-01T06:00:00Z

The Florida Department of Business and Professional Regulation (DBPR) decided to reengineer its processes to improve its operating effectiveness.

Procter & Gamble: Interactive Production Management

1900-01-01T06:00:00Z

Accenture and Procter & Gamble demonstrated that high performance can be delivered by leveraging a global delivery network, a collaborative approach and a commitment to achieving marketing excellence in the digital world.

Microsoft: Enhancing Sales and Service Through Siebel Implementation

1900-01-01T06:00:00Z

Accenture collaborated with Microsoft on a Siebel implementation project that lays the groundwork for future customer relationship management (CRM) projects at Microsoft.

Fujitsu Siemens Computers Client Story

1900-01-01T06:00:00Z

After implementing new integrated customer and product databases, we helped Fujitsu Siemens Computers speed its order processing by 60 percent, reducing costs by 33 percent.

SFR: Customer Service - An Innovative Approach to Selfcare Interactive Voice Response (IVR)

1900-01-01T06:00:00Z

Accenture Interactive: Integrated Digital Marketing for Insurers

1900-01-01T06:00:00Z

The digital world offers insurers many ways to reach and serve their customers. Opportunities for innovation will emerge as the number of devices increases and the culture of interactivity grows.

Homeless Prenatal Program: Customer Relationship Management

1900-01-01T06:00:00Z

The Homeless Prenatal Program is a nonprofit organization serving the pre- and postnatal needs of homeless women and their families in the San Francisco area.

British Sky Broadcasting (BSkyB): Customer Call Center Human Performance

1900-01-01T06:00:00Z

Analytics-based Sales Transformation

1900-01-01T06:00:00Z

Clearly, an effective sales force is an essential contributor to the sustained profitability associated with high performance. And yet a high proportion of sales forces are ineffective.

Customer Lab

1900-01-01T06:00:00Z

As Accenture High Performance Business research shows, customer management is one of the functions that high-performance businesses and governments must master.

China Brand Opportunities

1900-01-01T06:00:00Z

Globalization is entering a new and more complex phase.

Marketing and Sales Function in the US Biopharmaceutical Industry

1900-01-01T06:00:00Z

In this new study, we surveyed 60 US biopharmaceutical executives across 18 companies and spoke in depth to 25 of them.

Ireland Office of the Revenue Commissioners: Knowledge Discovery Tool

1900-01-01T06:00:00Z

The goal of the Ireland Office of the Revenue Commissioners is to serve the community by fairly and efficiently collecting all taxes and duties levied by the Republic of Ireland.

Accenture Retail Solutions for Communications: The Physical Retail Channel

1900-01-01T06:00:00Z

Helping communication service providers create a robust and profitable physical retail channel

Accenture Interactive - Interactive Marketing: Services Overview

1900-01-01T06:00:00Z

Accenture Interactive accelerates the journey toward agile intelligent marketing, harnessing the digital world so customers can be delighted, touched and engaged.

KPN: Improving Customer Service

1900-01-01T06:00:00Z

Peter Van Delft, program manager, KPN, explains how Accenture is helping KPN, the leading telecom company in the Netherlands, use Oracle Siebel CRM to consolidate services across multiple business lines.

Accenture CAS—The Leading Integrated Sales Platform for the Consumer Goods Industry

1900-01-01T06:00:00Z

Leading European Retail Bank: Sales and Marketing Transformation

1900-01-01T06:00:00Z

This leading European retail bank wanted to reengineer its sales and marketing capabilities.

Leading French Financial Institution: Contact Center Transformation

1900-01-01T06:00:00Z

Eager to transform its inefficient contact center from cost centers to profit centers, the company turned to Accenture for help.

Lottomatica: Improves Odds for High Performance by Expanding Online Presence

1900-01-01T06:00:00Z

Read how Accenture helped Lottomatica deliver high performance in the Italian online betting and gaming market by launching a business-to-consumer Web portal.

Lufthansa Cargo: Customer-centric e-service Capabilities

1900-01-01T06:00:00Z

Lufthansa Cargo selected Accenture to transform its lagging e-services capability by providing a new customer-centric e-channel, standardizing, simplifying and integrating the customer booking process.

LEGO Co: SAP Customer Relationship Management

1900-01-01T06:00:00Z

LEGO Co. is one of the world's largest toy manufacturers and the largest in construction toys, with $1.4 billion in revenue, 8,000 employees and sales and production operations in the Americas, Europe and Asia Pacific.

Ashoka: CRM Software as a Service Solution

1900-01-01T06:00:00Z

Accenture Development Partnerships helped Ashoka improve its ability to leverage its vast social network to provide a foundation for achieving high performance.

Complex Imperatives: The Indian Banking Customer Experience

1900-01-01T06:00:00Z

As bank brands become increasingly commoditized and competition grows more intense, customer loyalty has all but vanished.

Improving Operations through Profit and Cash Optimization Podcast

1900-01-01T06:00:00Z

Profit and cash optimization is all about improving operations in order to help clients increase profit and improve cash flow.

Marketing Transformation for the Communications Industry

1900-01-01T06:00:00Z

Chief marketing officers are under increasing pressure to support their company’s aggressive growth and retention targets, while at the same time operating effectively and quantifying the impact of their investments.

Marketing Transformation: Service Overview

1900-01-01T06:00:00Z

Marketing is coming into a new era. In a post-recession world, chief marketing officers (CMOs) have an opportunity to help lead their organization toward growth and profitability. But they also face more challenges than ever before.

Mobility Strategy and Planning

1900-01-01T06:00:00Z

Accenture's mobility strategy consulting services help our clients develop mobility strategies and accompanying mobility business and technology plans.

Pricing and Profit Optimization

1900-01-01T06:00:00Z

Accenture can help companies optimize their pricing strategies using a closed-loop approach to maximize profits.

Customer Service Transformation

1900-01-01T06:00:00Z

Accenture works with clients to redefine customer service as part of an overall strategy to achieve high performance.

Ivoclar Vivadent: Global IT Infrastructure, Enterprise Solutions, and CRM Implementation

1900-01-01T06:00:00Z

Accenture implemented the company's first-ever Customer Relationship Management (CRM) solution.

International Telecom: Mobilizing CRM for Sales Enablement

1900-01-01T06:00:00Z

Read how Accenture helped an international communications company mobilize their CRM for sales enablement by leveraging a customized iPad Application integrated with Salesforce.com.

New Zealand Customs Service: Customs Modernization Program

1900-01-01T06:00:00Z

Accenture collaborated with the New Zealand Customs Service to design and implement a Customs Modernization program from the ground up.

Oi: Customer Relationship Management

1900-01-01T06:00:00Z

Watch Accenture’s Video on how we are enabling Oi transform and maintain its Oracle-based customer relationship management, billing and operations systems.

Accenture Banking Distribution and Marketing Services

1900-01-01T06:00:00Z

Competition, regulatory requirements and customer demands are putting the pressure on banks. Accenture’s capabilities and offerings in four key areas can help banks achieve high performance.

Accenture Banking Distribution and Marketing Services: Digital Marketing Management

1900-01-01T06:00:00Z

While emphasis in the past was on distributing financial products, banks must also focus on satisfying customer needs and providing educational resources. Effective digital marketing is critical to success.

Accenture Banking Distribution and Marketing Services: Growth and Innovation

1900-01-01T06:00:00Z

Banks can lower costs and enable growth through service model innovation—especially when applied in concert with sophisticated marketing, analytics and integrated multichannel distribution.

Global Pharmaceutical Company: Multi-Channel Management

1900-01-01T06:00:00Z

Read more about this Accenture study, which explains how a top ten global pharmaceutical company is harnessing the power of the multi-channel customer experience.

Poste Italiane: Cultivating Customers

1900-01-01T06:00:00Z

What if a postal organization could retain existing customers and innovate by introducing new services that satisfy changing customer demands?

Accenture Banking Distribution and Marketing Services: Insights and Analytics

1900-01-01T06:00:00Z

In an increasingly competitive market, banks that can transform vast amounts of data into valuable information can help generate sales and create differentiated customer experiences.

Accenture Banking Distribution and Marketing Services: Multichannel Sales and Servicing

1900-01-01T06:00:00Z

Today’s banking customers want more transparency, more simplicity and easy access—and above all, they seek a seamless experience as they move from one channel to another.

Business Interaction Solutions

1900-01-01T06:00:00Z

Chemical companies serious about staying ahead of the competition have embarked on a journey to become more customer centric.

Royal Shakespeare Company: Analytics, Segmentation and Targeted Marketing

1900-01-01T06:00:00Z

Accenture played a key role in boosting the Royal Shakespeare Company's marketing productivity and helped pave a course for high performance.

Sales Transformation: Service Overview

1900-01-01T06:00:00Z

Through our sales transformation approach, Accenture guides clients in achieving the optimal balance between the science and art of sales.

Sanoma Corp. : CRM/Advertising and Subscription Management

1900-01-01T06:00:00Z

Sanoma Corp. and Accenture collaborate to create a more customer-centric, cost-effective environment for operating the largest circulation daily newspaper in the Nordic region.

Siemens Power Generation Group: Business Transformation

1900-01-01T06:00:00Z

Siemens Power Generation Group collaborated with Accenture to create a customer-centric service process strategy and operating model.

Automobile Manufacturer: Improving Customer Satisfaction

1900-01-01T06:00:00Z

Accenture helped a leading global automobile manufacturer with dealer networks covering Europe, the Middle East and Africa increase its customer service orientation and improve sales.

Fonterra: New Global Customer Support Organization

1900-01-01T06:00:00Z

Accenture is helping Fonterra achieve high performance with a new global customer support organization.

Accenture Customer Contact for Communications, Media and Technology

1900-01-01T06:00:00Z

Team with Accenture to achieve high performance through customer contact transformation

Life Sciences: Sales and Marketing Research and Insights

1900-01-01T06:00:00Z

Life sciences companies must broaden their view of innovation and develop a framework that Accenture calls “corporate innovation capability,” combining traditional product development with other areas including unique sales and marketing methods.

Telenor: New Customer Information and Service Capabilities

1900-01-01T06:00:00Z

Telenor Networks turned to Accenture to help deliver the new customer information and service capabilities that would drive high performance.

Best Buy: Customer Centricity

1900-01-01T06:00:00Z

Accenture supports Best Buy in its journey towards High Performance through its Customer Centricity strategy.

French National Railway Company: Customer Relationship Management

1900-01-01T06:00:00Z

Accenture helps transform the passenger branch of French National Railway Company, SNCF, into a profitable business through CRM.

Customer Lifecycle Management: Communications Industry

1900-01-01T06:00:00Z

Comprehensive solution suite to help improve customer loyalty, increase revenue growth opportunities and retain the most profitable customer relationships while reducing retention spend.

Verizon Communications Inc.: Sales Commission Integration

1900-01-01T06:00:00Z

Sales commission integration driven by Accenture provides incentives to help Verizon Business’ journey toward high performance.

Global Electronics Firm Transforms Partner Management in B2B Printing Market

1900-01-01T06:00:00Z

With ambitious growth targets for its business-to business (B2B) printing division, one global Korean electronics firm has rolled out an advanced partner program to strengthen its indirect channels and open up new markets around the world

Customer Relationship Management: Services Overview

1900-01-01T06:00:00Z

Accenture Customer Relationship Management consulting services enable organizations to achieve high performance by helping them to anticipate, meet and exceed their customers' expectations more efficiently.

BP/Aral: Customer Loyalty Program

1900-01-01T06:00:00Z

Aral stands for leadership in the German gas station market, which is the third-largest in the world.

The Point: Delivering on the Branded Experience

1900-01-01T06:00:00Z

Why customer experience is critical to high performance in financial services.

Chinese Wireless Company: Business Transformation

1900-01-01T06:00:00Z

Helping a wireless company achieve high performance by executing a bold China business strategy

Accenture CAS Retail Execution—Building Brand Loyalty to Help Consumer Goods Companies Achieve High Performance

1900-01-01T06:00:00Z

Zhejiang Telecom: Customer Relationship Management and Billing

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.

Global Retailer: Customer/Employee Experience and Store Operating Model Transformation -- Project Snapshot

Accenture is working with a leading global retailer develop a holistic employee and customer experience and redesign its store operating model.

HBOS: Front-office Transformation

Mortgage and savings provider HBOS changed the way its contact center agents handled calls and selling opportunities by implementing, with Accenture, a set of operational interventions called Perfect Call.

Géant Casino: Pricing Strategy

Accenture helps French retailer Géant Casino design and implement a new pricing strategy and IT systems to improve customer focus.

Personalizing Customer Experiences with Predictive Analytics in Banking Podcast

Gone are the days of data mining. With real-time, predictive analytics, banks have the ability to derive customer insights, improve regulatory compliance and make better decisions.

ABN AMRO: Digital Optimization

Accenture Digital Optimization utilized multivariate testing to help ABN AMRO discover and focus on the experiences that meet customer needs and intentions.

Project Snapshot: Comprehensive Business Growth Consulting for Pharmaceutical Services Company

Accenture is redefining the operating model and go-to-market strategy for a large pharma contract research/manufacturing services company to enable significantly increased sales over the next three years.

The Point: Opportunities in Retail Financial Advice Podcast

Accenture believes financial institutions must place good advice as the fundamental cornerstone of their businesses. In doing so, they can drive long-term success and achieve high performance.

Achieving High Performance in Banking: Adapting to the New Payments Environment

Accenture explains how card issuers can adapt to changes in the payments environment by diversifying revenue streams and responding to client preferences.

Canada Post: Customer-focused Delivery

How does a business that is both government agency and subsidiary of a profit-demanding global corporate culture survive and thrive in the ever-competitive delivery marketplace?

Winning in the New Banking Era: Next-Generation Core Banking, a Catalyst for Success

Why do BBVA, Royal Bank of Canada and Wells Fargo enjoy higher cross-selling ratios and lower rates of customer attrition than their competitors? Accenture examines the DNA of high-performing banks.

Global Automotive Manufacturer: Personalized Customer Insight

Accenture helped this global automotive manufacturer launch a project to deliver an enterprise-wide customer relationship management capability.

Verona Hospital: Patient-Centric Improvements

Patient-centric improvements help Verona Hospital to reduce costs and provide better service to more patients

HongKong Electric SAP Solution Implementation

The Hongkong Electric Co. Ltd. (HEC) is one of the longest-established power companies in the world.

Hewlett-Packard Norway: Sales Transformation

Accenture helps Hewlett-Packard Norway put together a sales transformative model in order to master large account selling.

Avanade Customer Relationship Management Services for Microsoft

Read how Accenture and Avanade use Microsoft Dynamics CRM to help clients build lasting customer relationships.

Accenture Payment Services: Digital Innovation

Digital payment strategies and operating models are critical for success in today’s competitive market, where point of sales, online and mobile channels are converging and new digital commerce models are emerging.

Customer-centricity in the Retail Industry: Overview

Accenture is helping leading retailers transform their businesses around the customer, thereby driving high performance.

Insight Driven Marketing

Read Accenture’s report about how a leading life insurer in Asia achieved a breakthrough in insight-driven marketing.

Accenture CAS Direct Store Delivery

Enhancing Sales and Delivery to Help Consumer Goods Companies Achieve High Performance

Driving Toward High Performance through Improved Customer Experiences

Accenture interviewed 2,000 people across the United States and United Kingdom to determine the impact of poor customer service on businesses across all industries.

Project Snapshot: Managed Service Analytics for Leading Global Health Care Company

In a five-year agreement, Accenture is providing analytics services to the consumer health division of a leading global health care company.

Manitou: Spare Parts Pricing Optimization

Accenture works with industrial equipment manufacturer Manitou to implement a spare parts pricing optimization program to improve performance and profitability.

The New Customer Imperative in Banking: How to Retain and Acquire Customers Today

In this podcast, John McHugh podcast outlines steps for banking front office transformation.

Holism: Enabling High-Performance Insurance Distribution

Disruptive technologies and changing consumer behavior have transformed insurance distribution. Accenture examines the trends and proposes how to enhance the relationship between insurers and customers.

Accenture CAS—Trade Promotion Management and Optimization for the Consumer Goods Industry

Enhancing Customer Value with SAP-based Customer Relationship Management Solutions

Accenture views customer relationship management as a powerful set of strategy, practices and solutions.

Customer Relationship Management (CRM) Services: Payer Industry - Accenture

Our aim is to support high-performance revenue growth through effective management and development of the customer relationship.

Accenture CRM Solutions for Siebel on Microsoft .NET

Accenture and Siebel Systems deliver the most comprehensive and flexible enterprise customer information solutions in the marketplace.

Interactive Messaging Service

The Accenture Interactive Messaging Service solution provides an alerting service that delivers real-time, interactive business alerts to customers—consumers, businesses, employees or alliances.

Insurance Consumer Survey 2009

Key findings from the Accenture 2009 US Insurance Consumer Survey provide insight on how insurers can improve customer acquisition, retention and service.

Mellin: Accenture CAS Digital Merchandising Service

Accenture works with Italian baby nutrition company Mellin to conduct a pilot program leveraging the Accenture CAS Digital Merchandising Service.

MetroGAS: Customer Management System

Accenture delivers a customer management solution to help MetroGAS facilitate new business scenario management and improve decision-making processes.

Project Snapshot: Accenture Parts Optimization Services Deployment for a European Auto Manufacturer

Accenture is helping to deploy Accenture Parts Optimization Services for one of Europe’s largest auto manufacturer in a three-year project.

Customer Relationship Management Services: Public Service

Read about public service customer relationship management (CRM) services provided by Accenture.

AstraZeneca: Integrated Customer Information Management

Accenture helps design and implement a comprehensive customer relationship management solution to meet AstraZeneca’s marketing transformation goals.

Accenture Customer Relationship Management and Donor Management Services

With limited resources, nonprofits have to get smart about how they target their outreach efforts to get the most return for each dollar they spend.

Global Petroleum Company: Master Data Management Solution

A large petroleum company's mergers and acquisitions had left it with poorly coordinated data spread across multiple systems.

Pfizer Italia: Leading-edge Marketing Planning Capabilities

Accenture’s deep industry expertise helps Pfizer Italia enhance marketing planning capabilities and improve customer relationship management.

Project Snapshot: Auto Fleet Sales Growth for a Leading Auto Manufacturer

Accenture is working with a leading auto manufacturer in India to improve performance in the auto fleet market.

Retail: Creating a > Experience for Customers

The next wave of retail is happening now. And Accenture sees a future ripe with opportunities to serve customers better than ever before.

Procter and Gamble: Trade Promotion Management -- Summary

Partnering with Procter & Gamble to deliver new, high performance trade promotion management capabilities

Leading Provider of Consumer Internet Services: Distinctive Customer Insight

In a collaborative development of fact-based, objective insights on customers, competitors and process best practices, Accenture dramatically enhanced leadership consensus and decision making.

Sales Force Automation

Read about Accenture’s Mobile sales force automation which gives the sales team members access to key product information allowing them to perform critical sales functions.

Leading European Department Store: Customer Loyalty Managed Services--Project Snapshot

Accenture is working with a leading European department store to implement a customer loyalty managed services program that will improve its performance.

South African Revenue Service: Single View of the Taxpayer

When the South African Revenue Service needed a partner to integrate its disparate tax systems and to help its transformation to a high-performance government department, it teamed with Accenture.

Global Packaged Foods Company: Sales Promotions Process Improvement

Accenture helps a food company develop a promotional recipe for achieving high performance through operational excellence.

Customer Relationship Management, Billing and Market Offering Management for the Communications Industry

Selling packages of solutions based on customer value propositions—and turning every customer call into a sales opportunity—are keys to achieving high performance.

SKY Italia: Customer Relationship Management

Born from the Stream-Telepiù merger, SKY Italia needed business support systems to launch and grow its pay-TV service.

Australia Taxation Office: Customer Relationship Management

Accenture will assist Australian Taxation Office to undertake new initiatives that will reduce the cost of doing business in Australia.

SolarTotal: Customer Relationship Management System

Accenture helps SolarTotal leverage a customer relationship management system to achieve growth and high performance.

Sonae Sierra: Opportunity Management Solution

Accenture helps Sonae Sierra create an innovative opportunity management solution for real estate to enable high performance.

Project Snapshot: Tata Motors Sales Transformation Roadmap

In 2005, when Tata Motors introduced the ACE, a four-wheeler vehicle, it quickly became a market leader. After just three years, sales stalled. With Accenture’s help, the company launched a comprehensive sales transformation effort to boost sales.

Telenor: Web-based Provider Portal

Telenor wanted to provide an online self-service customer portal to enable new, personalized services, while simultaneously reducing the burden on its call centers.

Accenture CAS Digital Merchandising Service—Winning the Purchase at the Point of Sale

Multinational Food Distributor: Customer Relationship Management Audit and Road Map

Accenture’s customer relationship management consulting experience keeps a multinational food distributor on a high-performance path.

Customer Contact Transformation: Communications Industry

Consulting and industrialized outsourcing solutions that can reduce a carrier's customer care costs by 20 percent or more while improving the overall customer experience.

Accenture Communications Solutions: Strengthen Customer Intimacy and Loyalty

Among the keys to achieving high performance in the communications industry: enhancing customer experiences and maximizing the revenue-generating potential of every customer and every interaction.

Project Snapshot: Ocean Freight Company: Freight Revenue Management

Accenture is helping one of the world’s largest ocean freight companies with revenue management to improve performance.

Enhanced Customer Support

As electronic devices grow in sophistication and connect with other devices, consumers will require enhanced support options.

Whirlpool: Centralized, Customer-Centric Spare Parts Pricing Solution

Accenture helps Whirlpool Europe to achieve high performance with an innovative, customer-centric approach to spare parts pricing.

Accenture Customer Portal Solution for the Communications Industry

Customer-centricity is key to achieving high performance in the telecommunications industry.

Improving Customer Loyalty and Retention in the Communications Industry

Mobility is an important part of communications solutions but can make customer service more challenging.

3 Italia: New Wireless Delivery Center

3 Italia asked Accenture to help it create the infrastructure and process to support more rapid delivery of innovative services to customers.

Sales and Marketing for the Consumer Goods and Services Industry

Accenture helps consumer goods and services companies optimize their sales and marketing functions to achieve high performance.

Accenture Partner Relationship Management Quick Start Tool

Executed correctly, Partner Relationship Management (PRM) initiatives can potentially drive partner support cost savings of 32 percent annually, while increasing revenues by 20-30 percent.¹