Customers and Services Inspiring you to inspire your customers Hungary

Customer Relationship Management (CRM) and its issues

Customers are the only source This means rethinking the way Maximise value from of a company’s profitability. Really you serve customers in order to: customer relationships understanding your customers and Differentiate your company Ultimately, raising business revenue delivering superior customer service from competitors is vital to your business success. The goal is to uncover ways to make Increase customer satisfaction the company’s products and services Customer Relationship Management and loyalty more valuable to the customer at the (CRM) is a top priority for all companies Decrease customer service costs same time as making the customer seeking an edge in today’s increasingly more valuable to the company. competitive markets. Enhance company image

Our PwC team of experts will assist you to achieve those benefits by developing the following focus areas of your business:

Customer lifetime value - offerings and channel interactions workflow processes, culture, We support you in implementing to maximise your customer incentives and measurement. effective customer acquisition, satisfaction and retention, Revenue Process Assurance penetration and retention strategies by understanding the needs and Controls - We support you in by understanding your customers’ and expectations of different improving top-line revenue growth segment profitability throughout customer segments. by identifying cross-functional the customer lifecycle. Sales Excellence - We assist you processes, technologies, Customer Experience to enhance and align customer- organisational and quantification & Satisfaction - We advice you how centric account management strategies that minimise incremental to align your product / services and sales force team structures, revenue leakage.

PwC’s CRM Approach Customer When supporting a client in improving its CRM practices, we always use the company’s business strategy as Customer contact channels a starting point. We can assist in developing a CRM Personal PhoneMail, Fax, Web Alternative strategy or improving operational efficiency. e-mail channels We apply an approach which integrates the main interrelated aspects of CRM: Functions and processes Marketing SalesCustomer Services Back Office Customer contact channels Product development

Functions and processes Campaign management Supporting technologies Opportunity and lead management Order management

Our Hungarian team includes dedicated CRM Contract management professionals and combines deep industry expertise Enquiry and complaints handling with hands-on experience in assisting clients to optimise Customer satisfaction management their sales, marketing and customer service functions. We are supported by an extensive global network Supporting technologies of CRM professionals specialised in different areas Analytical CRM SystemsOperational CRM Systems Relationships CRM Systems of CRM, as well as by PwC’s global best practice for example, customer for example, transactional for example, contact centre and product catalogue, systems, workflow, electronic knowledge database. systems, internet portal data warehouse document handling PwC’s CRM Solutions

PwC helps you address your CRM issues by designing a specific solution for your business. There are three main compounds of our CRM solutions:

1. Strategy

Developing CRM strategy map, designing segmentation & channel concept

of customer segmentationSupporting customerin order data management, preparation to support customer retention, Customer

sales & marketing

3 s . n A Optimising o i n t a a r ly e t People, Processes and p ic s O Technology & Infrastructure. 2

1. Strategy Devise or review the company’s CRM vision and strategy in line with the overall business strategy. 2. Operations Review and help to optimise the people, process and technology aspects of sales, marketing and customer service functions across all customer contact channels. People Processes Technology & infrastructure Diagnostic review of CRM Diagnostic review of customer CRM IT infrastructure review related organisational units facing processes CRM system selection Optimising CRM related Optimising customer Data migration organisational units facing processes Review of electronic Performance management and To-be process design contact channels training system improvement for new CRM system Project and change management 3. Analytics Analyse customer and product data in order to increase the efficiency of customer segmentation and targeting.

Contact Details: PricewaterhouseCoopers Kft. John Wynn Péter Nagy Wesselényi u. 16. Lead Partner Senior Manager H-1077 Budapest Tel: +36/1 461-9100 Performance Improvement Customers and Services Fax: +36/1 461-9101 Consulting CEE/CIS Tel: +36/1 461-9338 Tel: +36/1 461-9688 [email protected] www.pwc.com/hu/crm [email protected]

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