Customer Service Transformation

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Accenture 2010 Global Consumer Survey

2011-02-08T06:00:00Z

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

Strategies for Managing Front Office Costs

2009-06-09T05:00:00Z

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.

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

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.

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.

Accenture 2008 Consumer Satisfaction Survey

2008-11-10T06:00:00Z

High Performance in the Age of Customer Centricity

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.

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.

Accenture 2007 Global Consumer Satisfaction Survey

2007-11-20T06:00:00Z

Enabling high performance in a multi-polar world

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

Stimulating Consumer Demand Through Meaningful Innovation

2002-11-12T06:00:00Z

Research Report Abstract

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.

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

1900-01-01T06:00:00Z

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.

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

1900-01-01T06:00:00Z

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

1900-01-01T06:00:00Z

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.

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.

Best Buy: Customer Centricity

1900-01-01T06:00:00Z

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

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

1900-01-01T06:00:00Z

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.

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.

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.

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.

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.

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

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 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.

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.

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.

Géant Casino: Pricing Strategy

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

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 Direct Store Delivery

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

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

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

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.

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.

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.

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.