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

Nevertheless, several phenomena must taken into account:

In this context, a company’s ability to propose to each client offers and multi-channel interactions adapted to their needs has become a critical stake for each of them.

Furthermore, progresses may be slow to achieve, considering the strong impacts on the organisations, processes, information systems implied on each channel.

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

• Strategy planning: customer relations strategy, customer value and market segmentation, distribution and multi-channel relations models, and allocation of means.
• 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.).