Consumer-centricism has always been at the heart of the retail and consumer goods business. But the changing behaviour and expectations of consumers today demands constant monitoring, measuring and managing through a highly effective Customer Relationship Management strategy. At the same time, the Internet is extending the customer relationship and transforming it into a complex, networked community. As a consequence, retail & consumer (R&C) companies must become more sophisticated in data mining, their use of alternative sales channels, and discovering new suppliers from the ranks of start-up companies.
"Best practice" companies make every effort to continually monitor the ways in which consumer expectations are changing. They choose technology approaches that bring them closer to their customers, which in turn gives them more immediate reliable feedback. But the moment of truth comes when a client comes into contact with your company at a cash-register, on the Internet, or at the end of a telephone. At those moments, it’s vitally important that the point of contact be managed by competent people who can adequately represent your company’s culture and values.
How PricewaterhouseCoopers can help you
A corporate-wide CRM vision needs to be articulated and aligned and performance-driven CRM achieved. This is done through methodologies that translate vision into a strategy encompassing customer needs, organisational competencies and a commitment to quality service. PwC can help you optimise your CRM initiatives through definition of promotional and loyalty schemes, coupon processing and agency compliance, and cross-channel shopping reviews. Our IT risk management specialists can also help identify, assess, implement and manage "end to end" security solutions across the value chain though proven methodologies and best-of-breed tools.
