This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
This product (Customer-centric Organization: Core Capabilities [Part II]) is a 27-slide PPT PowerPoint presentation slide deck (PPT), which you can download immediately upon purchase.
Today's customers are better informed, better connected, and more demanding that ever before. CEOs are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful organizations recognize that creating a customer-centric, digitally-transformed business is a top priority. In fact, Customer-centricity ceases to be a differentiator. It has become necessary for survival.
In this age of digital disruption, how can organizations engage customers, increase Customer Loyalty, and achieve profitable growth?
Almost every market is experiencing fundamental change. Consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive growth.
This framework digs deep into what it takes to achieve Customer-centricity. In this Digital Age, there are 6 core capabilities organizations must have to be a customer-centric business.
1. Customer Strategy
2. Customer Experience (CX)
3. Sales & Service Transformation
4. Connected Enterprise
5. Data & Analytics
6. Digital Transformation
In this presentation, we discuss capabilities 3 and 4 in detail.
This deck also includes slide templates for you to use in your own business presentations.
Sales & Service Transformation is critical for a customer-responsive business. This PPT delves into the intricacies of transforming marketing, sales, and service functions to align with customer expectations. It outlines the key challenges organizations face, such as improving sales effectiveness and integrating sales and service. The presentation also covers the evolution of service provision to Service 4.0, highlighting the opportunities for operational efficiency and customer satisfaction. The Connected Enterprise capability focuses on delivering differentiated customer experiences by leveraging advanced data analytics and seamless interactions across all touchpoints.
This PPT slide outlines 5 critical challenges organizations face when attempting to integrate sales, marketing, and service functions into a cohesive strategy. The first challenge is improving sales effectiveness, highlighted by the statistic that 65% of sales representatives spend their time on activities that do not directly engage customers. This inefficiency suggests a need for better alignment of sales activities with customer interactions.
Next, the integration of sales and service is emphasized, with 43% of organizations aiming to enhance customer experience through a seamless channel strategy. This indicates a recognition of the importance of a unified approach to customer engagement, which can lead to improved satisfaction and loyalty.
The third challenge is achieving greater speed and agility, where 33% of global executives express a desire to enhance distribution efficiency. This reflects a growing demand for organizations to respond quickly to market changes and customer needs, which is crucial in today’s fast-paced business environment.
Maintaining the right strategy is the fourth challenge, with only 24% of businesses claiming to have a truly customer-centric strategy. This suggests that many organizations are aware of the need for such a strategy, but have yet to implement it effectively.
Lastly, the slide addresses the race for growth, noting that businesses with a strong customer focus see significantly higher revenue growth compared to their peers. This statistic underscores the financial benefits of prioritizing customer-centric practices.
Overall, the slide serves as a call to action for organizations to confront these challenges head-on to foster a more integrated and effective approach to customer engagement.
This PPT slide outlines the critical role of Sales & Service Transformation as a core capability for organizations aiming to enhance customer responsiveness. It begins with a clear definition of this capability, emphasizing the need for a fully integrated and digitized front office. This integration is crucial for attracting, engaging, and maintaining ongoing relationships with customers. The slide suggests that the front office's connection to the entire supply chain is vital for real-time responsiveness and customer-centric operations.
The section on approaches highlights 2 main strategies. First, it discusses the modernization of front office functions. This modernization aims to create a more agile and engaging environment that can better respond to customer needs. The second point stresses the importance of a strong economic rationale for initiating transformation. This rationale serves as a guiding principle for organizations to embark on their transformation journey.
In the application section, the slide outlines practical techniques and methods for achieving tighter integration among various functional areas within the organization. It points out that marketing, sales, and service teams can benefit from improved collaboration, which leads to a more cohesive approach to end-to-end business transformation. The emphasis here is on actionable insights that can facilitate a more unified strategy across departments, ultimately enhancing customer experiences.
Overall, the slide serves as a comprehensive overview of how Sales & Service Transformation can be leveraged to create a more responsive business model. It provides a framework for understanding the necessary steps and considerations for organizations looking to prioritize customer engagement through effective transformation initiatives.
This PPT slide presents a framework for understanding the evolution of omnichannel strategies within mature organizations. It emphasizes that omnichannel is not merely about integrating various channels, but rather about creating a Connected Customer Enterprise. This approach focuses on aligning people, operations, systems, and processes around the customer to derive business value effectively.
At the center of this framework are eight critical capabilities essential for executing a customer-centric experience. These capabilities include experience centricity, responsive supply chain, advanced data and analytics, and technology architecture and enablement. Each capability plays a vital role in ensuring that organizations can respond to customer needs and preferences seamlessly across different touchpoints.
The slide categorizes the omnichannel approach into 3 distinct channels: single channel, multi-channel, and cross-channel. This classification highlights the progression from basic channel interactions to a more integrated and holistic customer experience. The section titled "What omni isn't" likely serves to clarify misconceptions about what constitutes an effective omnichannel strategy, reinforcing the idea that it goes beyond simple channel integration.
The bottom of the slide mentions evolving technology and consumer behavior as key drivers for brands to adapt their strategies. This underscores the necessity for organizations to be agile and responsive in a rapidly changing market landscape. Overall, the slide serves as a strategic guide for organizations aiming to enhance their customer engagement and operational effectiveness through a comprehensive omnichannel approach.
This PPT slide outlines a framework for transforming marketing, sales, and service functions into a cohesive process aimed at enhancing customer attraction, acquisition, and engagement. It emphasizes the importance of breaking down silos within these functions to create a more integrated approach. The visual representation highlights 4 strategic approaches: Transform Marketing, Transform Sales, Transform Customer Service, and Omnichannel Integration.
Each of these components plays a critical role in ensuring that customer interactions are seamless and aligned with operational capabilities. The transformation of marketing focuses on aligning messaging and outreach strategies to better resonate with target audiences. Sales transformation aims to refine the sales process, making it more responsive to customer needs and expectations. Customer service transformation is about enhancing the support experience, ensuring that it meets or exceeds customer expectations.
The final element, omnichannel integration, underscores the necessity of providing a consistent customer experience across all channels. The text below the visual stresses the risks associated with failing to meet customer expectations, noting that when sales and service channels fall short, the financial repercussions can be significant—potentially losing revenue that is double the cost of delivery.
This slide serves as a compelling call to action for organizations looking to enhance their customer-centric strategies. It highlights the interconnectedness of various functions and the need for a unified approach to drive better business outcomes. The insights provided here are crucial for executives considering investments in transforming their customer engagement processes.
This PPT slide outlines the evolving role of marketing in delivering a comprehensive Brand Experience throughout the customer journey. It emphasizes that marketers are now accountable for everything from lead generation to customer service. This shift requires a multifaceted approach, where marketers must integrate various functions and disciplines while mastering new technologies to effectively track and analyze customer interactions.
Key points highlight the necessity for marketers to transition from traditional campaign management to a more holistic view that includes new processes, enhanced data analysis, and financial accountability. There's an emphasis on the need for creativity driven by data, enabling marketers to adapt to ongoing disruptions in the market. The slide stresses the importance of agility and operational alignment with customer agendas, suggesting that marketers must leverage appropriate technologies to meet these demands.
The integration of data is also a critical theme, as it enables more prescriptive and predictive marketing tactics. The right data interpretation can lead to better decision-making and more effective marketing strategies.
The right-hand side of the slide introduces a management framework aimed at supporting marketers throughout their journey. It suggests that the application of this framework can help marketers harness new technologies, streamline processes, and optimize the use of data and marketing assets.
Overall, the slide presents a clear call to action for organizations to rethink their marketing strategies in light of these changes, ensuring they are equipped to deliver a seamless and engaging Brand Experience.
This PPT slide outlines the key benefits of adopting a customer-centric approach within a connected enterprise framework. It emphasizes the significant advantages that organizations can reap by aligning their operations to better meet customer demands.
The first point highlights lower annual per-customer contact costs, indicating that companies can achieve a year-on-year benefit of 7.5% when compared to laggards who only see a marginal 0.2% improvement. This suggests that a strategic focus on customer engagement can lead to substantial cost savings.
Next, the slide addresses integrated sales and service. It notes that 43% of organizations are enhancing customer experiences by implementing a seamless channel strategy. This integration is crucial for delivering consistent service across different platforms, which is increasingly expected by customers.
The third benefit focuses on greater speed and agility. It cites that 33% of global executives prioritize improving distribution efficiency. This reflects a growing recognition that operational responsiveness is vital in today’s fast-paced market.
Better customer retention is also emphasized, with 89% of companies reporting improved retention rates when employing robust omni-channel strategies. This statistic underscores the importance of a cohesive customer experience across all touchpoints.
Lastly, the slide discusses greater customer lifetime value (LTV), noting that shoppers who engage both in-store and online exhibit a 30% higher LTV than those who use a single channel. This reinforces the idea that a multi-channel approach not only enhances customer satisfaction, but also drives long-term profitability.
Overall, the slide presents compelling evidence for the necessity of a customer-centric operational model, illustrating how it can lead to improved efficiency, retention, and value.
This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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