Customer - Ernst & Young - United States

Performance Improvement: Customer

It’s essential for businesses to effectively define, identify and manage their most valuable customers in order to increase operational efficiency and enhance performance. Our Customer professionals work with you to build and deploy robust operating models to capture a leading share of value in competitive markets. They help organizations interact effectively with customers through their marketing, sales, merchandizing and customer service functions. In addition, they advise on customer acquisition and retention strategies and customer service operations to support ongoing success.

Our areas of focus include the following services:

• Customer process efficiency — assists organizations in identifying and designing services that can help improve core processes and sub-processes within a targeted Customer area.

• Customer rapid assessment — assesses an organization’s customer-facing function and identifies areas for measurable improvement in value, effectiveness, efficiency and quality of services delivered.

• Customer transformation — a full scale operational and organizational transformation across the client’s customer function.

Increase revenue from your satisfied customers

It costs as much as six times more to get new customers than to keep an old one. Yet too often companies take their customers for granted or don’t look for opportunities to increase revenue from perfectly satisfied customers. Our report looks at ways to improve the efficiency of your customer retention management. (pdf, 388.3kb)