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.
Explore core capabilities for customer-centricity in this PPT by ex-McKinsey & Big 4 consultants. Enhance CX, sales, and service for digital transformation. Customer-centric Org Capabilities is a 27-slide PPT PowerPoint presentation slide deck (PPT) available for immediate download 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.
Organizations face 5 critical challenges in integrating sales, marketing, and service functions. First, improving sales effectiveness is essential, as 65% of sales representatives engage in non-customer-facing activities, indicating a need for better alignment with customer interactions. Second, 43% of organizations aim to enhance customer experience through a seamless channel strategy, highlighting the importance of unified customer engagement. Third, 33% of global executives seek greater speed and agility to improve distribution efficiency, reflecting the demand for quick responses to market changes. Fourth, only 24% of businesses have a truly customer-centric strategy, suggesting many have yet to implement effective approaches. Lastly, companies with a strong customer focus experience significantly higher revenue growth, underscoring the financial benefits of prioritizing customer-centric practices.
Sales & Service Transformation is essential for enhancing customer responsiveness through a fully integrated and digitized front office. This integration is vital for attracting, engaging, and maintaining customer relationships, linking the front office to the entire supply chain for real-time responsiveness. Key strategies include modernizing front office functions to create an agile environment that better meets customer needs and establishing a strong economic rationale for transformation initiatives. Practical techniques for tighter integration among marketing, sales, and service teams foster collaboration, leading to cohesive end-to-end business transformation. These actionable insights enhance customer experiences and prioritize effective transformation initiatives.
This PPT slide presents a framework for omnichannel strategies in mature organizations, focusing on creating a Connected Customer Enterprise. Key to this approach are eight critical capabilities: experience centricity, responsive supply chain, advanced data and analytics, and technology architecture and enablement. These capabilities ensure organizations can meet customer needs seamlessly across touchpoints. The omnichannel approach is categorized into 3 channels: single channel, multi-channel, and cross-channel, illustrating the evolution from basic interactions to a holistic customer experience. Evolving technology and consumer behavior are identified as key drivers for brands to adapt their strategies, emphasizing the need for agility in a changing market landscape.
This PPT slide outlines a framework for transforming marketing, sales, and customer service into a cohesive customer engagement process. It highlights 4 strategic approaches: Transform Marketing, Transform Sales, Transform Customer Service, and Omnichannel Integration. Transforming marketing aligns messaging and outreach with target audiences. Sales transformation refines the sales process to better meet customer needs. Customer service transformation enhances support experiences to exceed expectations. Omnichannel integration ensures a consistent customer experience across all channels. Failing to meet customer expectations can lead to significant financial repercussions, potentially losing revenue double the cost of delivery. This framework emphasizes the interconnectedness of functions and the necessity of a unified approach to improve customer-centric strategies.
This PPT slide outlines the benefits of a customer-centric approach within a connected enterprise framework. Lower annual per-customer contact costs can achieve a 7.5% year-on-year benefit compared to laggards with only 0.2% improvement, highlighting cost savings from customer engagement. Integrated sales and service enhance customer experiences, with 43% of organizations implementing seamless channel strategies for consistent service across platforms. Greater speed and agility are prioritized by 33% of global executives focusing on distribution efficiency, essential in a fast-paced market. Improved customer retention rates are reported by 89% of companies using robust omni-channel strategies. Additionally, customers engaging in-store and online exhibit a 30% higher customer lifetime value (LTV) than single-channel users, emphasizing the profitability of a multi-channel approach.
The evolving role of marketing focuses on delivering a comprehensive Brand Experience throughout the customer journey. Marketers are now accountable for lead generation, customer service, and must integrate various functions while mastering new technologies for tracking customer interactions. This shift necessitates a transition from traditional campaign management to a holistic approach that includes enhanced data analysis and financial accountability. Creativity driven by data is essential for adapting to market disruptions. Agility and operational alignment with customer agendas are critical, requiring marketers to leverage appropriate technologies. The integration of data enables prescriptive and predictive marketing tactics, leading to better decision-making. A management framework is introduced to support marketers in harnessing new technologies, streamlining processes, and optimizing data use. Organizations are called to rethink their marketing strategies to ensure a seamless and engaging Brand Experience.
Source: Best Practices in Customer Experience, Customer-centric Organization, Service 4.0 PowerPoint Slides: Customer-centric Organization: Core Capabilities (Part II) PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting
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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