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Why leading companies are prioritising customer strategy
Consumer insights. Data analytics. Digital marketing. Personalisation. Artificial intelligence. Omnichannel experiences. Design thinking. As digitisation continues transforming all aspects of your business, understanding your customers — and exceeding their expectations with your core capabilities — is increasingly important. In collaboration with the frontline teams at PwC, we help clients strategically plan the right mix of business, experience, and technology to drive actionable change from the very start of our engagement, and deliver results that redefine your business for years to come.
Customer and experience strategy
Companies must strike the right balance between generating value for the customer and value for the business. To do that, we help clients evaluate their overall customer landscape, determine which segments they should focus on, and then consistently engage with those customers in every interaction across products, services, solutions, and brand messaging.
Service offerings include:
- Customer growth strategy
- Customer segmentation
- Experience strategy and design
- Value proposition development
- Digital customer insights and analytics
Marketing and sales
In the age of experience, we help clients take advantage of the most important digital trends and tools to integrate strategy, customer insight and analytics, experience design, and technology. We strive for marketing and sales excellence that enables innovation, supports “always on” customer engagement and go-to market strategies, and drives the bottom line.
Service offerings include:
- Marketing strategy and operating model
- Portfolio and brand management
- Sales force strategy and effectiveness
- Channel and RTM strategy
- Sales organisation design and alignment
- Digital marketing and commerce strategy
Service and engagement
Information is everywhere, experiences are integrated across channels, and individuals expect immediate customised responses. As these dramatic social and technological realities create new roles for customers and companies, we partner with clients to help them transform their digital and physical services so that they can thrive in this fast-changing market with the right strategies and organisational approach.
Service offerings include:
- Service strategy and revenue growth
- Omnichannel experience
- Contact centre optimisation
Pricing and profitability
Achieving superior pricing and margin management requires capabilities that blend mathematics and managerial science. More than ever, companies need a holistic pricing strategy that starts with the end-user, leverages a growing number of data sources, and reflects value delivered and received by channel partners. We work with clients to build the pricing strategies and capabilities that support profitable growth and optimise value capture.
Service offerings include:
- Pricing and revenue model strategy
- Customer portfolio profitability and optimisation
- Trade promotion, rebate, and discount effectiveness
Customer analytics
The key to understanding customers is getting the right insights. We support customer strategies with advanced quantitative and qualitative research techniques, leveraging big and little data to inform complex marketing, sales, pricing, and channel decisions.
Service offerings include:
- Consumer insight
- Marketing analytics
- Sales analytics
- Big data and digital analytics
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