It’s time to get connected
In today’s fast-changing, competitive market, it’s more important than ever to create an excellent customer experience. When customers have unlimited information and choice, your organization can live or die by the way it delivers services, responds to issues and manages expectations.
And if you’re like many organizations, you may struggle to deliver value to customers while delivering a meaningful return to the company. This is often due to a focus only on customer-facing operations.
To successfully deliver on the promises made to customers, companies need to align their entire organization and become a connected enterprise. Connecting the front office (such as sales, and marketing) to the middle office (such as delivery and operations) to the back office (such as HR, finance and IT) ensures that your organization is focused on meeting customer expectations, and in turn, enhancing profitability.
It enables your organization to be agile and truly customer-centric, connected both internally and externally.
Focus on eight characteristics to build a connected enterprise
KPMG-commissioned research by Forrester revealed in 2016 that the most successful organizations invest in eight characteristics that span all attributes of the customer experience. These characteristics:
- focus on product, pricing and customer strategy to deliver relevant, innovative products and services.
- enable the design of personalized customer experiences that meet expectations through responsive operations and seamless, secure transactions.
- ensure that partners and vendors are aligned to delivering on the customer promise, and harness data & analytics to enable informed decision making.
- ensure an agile technology architecture and a talent management strategy that balances the right workforce with the right talent.
Our data shows that organizations that have been investing in the eight characteristics are twice as likely to be successful. Contact us to start your journey toward being a connected enterprise.