2020 KPMG U.S. customer experience excellence report
Explore differentiators for ten companies, what they did to improve their rankings and eight common capabilities that build resilience.
Rapidly evolving customer expectations and disruptive technologies are creating an even more urgent need for companies to digitally transform.
Our customer relationship management (CRM) specialists can work with you during all stages of transformation: from pre-implementation of CRM technology to the implementation itself and then post-implementation—to help assure return on investment. Basing decisions on customer data analysis and insights, we will team with you to select, design, deploy, and optimize technologies that enable an increase in sales productivity and speed up profitable revenue growth.
The implementation of CRM technology also results in automating and enforcing consistent sales processes, providing you with visibility to your opportunity pipeline, and sharing data across sales and service teams so you can improve customer experience. Transformation can enable you to:
Pre-implementation services – Develop the implementation strategy, select your vendor, conduct spot diagnostics, and begin the design process.
Implementation services for Salesforce or Microsoft platforms – Gather requirements, carry out the design process, research criteria, train your people on the system, and test it. KPMG data & analytics specialists can assist with data integration.
Post-implementation services – Recommend ways to evolve your business operating model to meet your objectives, especially if you've already shifted CRM to the cloud and are not getting good return on investment.