Whatever the maturity or positioning of a company in its value chain, the customer experience is a key driver for differentiation that can give a lasting competitive edge.

Nevertheless, several factors must be taken into account:

Given this economic backdrop, a company’s ability to talk to multiple client offers to the marketplace through multi-channel interactions has become a critical capability for each of them adapted to their needs has become a critical stake for each of them.

Furthermore, progress is often slow considering the strong impacts on the organization and its processes and information systems in every market channel.

The Ineum Consulting teams assist numerous players in every industrial sector on three major issues:

• Strategy planning: customer service strategy, customer value and market segmentation, distribution and multi-channel relations models, and allocation of resources.
• Improvement in operational performance: effectiveness of marketing budgets, improvements in sales performance, and reduction in customer relations costs.
• Assistance in deployment projects: choice and deployment of analytical or transactional solutions, and managing operational changes.

Examples of achievements:

• Multi-channel customer relations strategy, for a European telecommunications operator.
• Improvement in the profitability of the different client segments of a French retail bank. 
• Restructuring the commercial organisation of a French car manufacturer. 
• Setting up a marketing lab improving the efficiency of the marketing campaigns of a French mobile operator.
• Definition and setting-up of service packages differentiated by client segment of a European mobile operator.
• Restructuring front-office processes and setting up transactional and decision-making tools for several players (car manufacturer, telecommunications operator, etc.).