Successful companies focus on the economics of the customer experience, striking the right balance between what customers expect and what makes financial sense.
To ensure profitability, many companies are focusing on their supply chain and are rethinking their processes for ordering, fulfilling and returning. Should you drop ship products? Offer in-store pickup? What kind of return policy can you afford to offer, yet still have your customers feeling satisfied?
To answer these kinds of questions, operational professionals are increasingly considering customer lifetime value, a metric that has traditionally lived in marketing and advertising departments. Connected enterprises - organizations that connect the front, middle and back offices - are breaking down the walls that traditionally kept valuable data in silos, allowing the entire enterprise to benefit from it.
In this podcast, KPMG executives Duncan Avis, Rob Barrett, Todd Cullen and Sam Ganga discuss: