Leveraging insight from the wider network of information will enable organisations drive further competitive positioning across the market. As today it is acknowledged that the knowledge about customers goes far beyond transaction data. But the primary question is ‘how do organisations’ tailor offering to customer needs without invading privacy?’
The key to deriving value from customer metrics lies in taking a holistic view, developing a deeper understanding of customer motivation and behaviour and embedding customer-centricity across the organisation.
With the growth of digital technologies, customers have more information, more choices and more power than ever before. Their expectations are rising and CIOs have a key role to play in helping the organisation meet the challenge.
How can we predict when a crowd is close to panic – and take steps to stop the situation getting out of hand? Or how might we schedule customer communications to prompt a purchase at just the right moment, without being too obvious or annoying?
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Get ahead in the era of the customer by registering for full access to the KPMG Customer Excellence Centre.