4C Consulting Company Presentation 2011

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4C Consulting Company Presentation 2011

  1. 1. 4C Consulting – Company Presentation<br />February 2011<br />
  2. 2. 4C Consulting | Our Mission<br />Ensure higher return on <br />customer interactions <br />through <br />smarter solutions <br />in marketing, sales & services<br />2<br />
  3. 3. 4C Consulting | Our Customers<br />3<br />
  4. 4. CustomerExperience Management<br />Naïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM Roadmap<br />Marketing Excellence<br />4<br />4C Consulting | Our Playground<br />Sales Excellence<br />Service Excellence<br /><ul><li>Marketing Maturity Assessment
  5. 5. Campaign Management & Automation
  6. 6. Campaign Management Outsourcing
  7. 7. Marketing Resource Management
  8. 8. SFA Management & Automation
  9. 9. Sales Portfolio Management
  10. 10. Sales Middle Office
  11. 11. Training & Coaching
  12. 12. Customer Service Automation
  13. 13. Self Service Strategy & Management
  14. 14. Complaints Handling</li></ul>Customer Insight Management<br />Intelligent reporting | Data Quality | Data Integration | Advanced Analytics<br />
  15. 15. CustomerExperience Management<br />Naïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM Roadmap<br />Marketing Excellence<br />5<br />4C Consulting | Our Playground<br />Sales Excellence<br />Service Excellence<br /><ul><li>Marketing Maturity Assessment
  16. 16. Campaign Management & Automation
  17. 17. Campaign Management Outsourcing
  18. 18. Marketing Resource Management
  19. 19. SFA Management & Automation
  20. 20. Sales Portfolio Management
  21. 21. Sales Middle Office
  22. 22. Training & Coaching
  23. 23. Customer Service Automation
  24. 24. Self Service Strategy & Management
  25. 25. Complaints Handling</li></ul>Customer Insight Management<br />Intelligent reporting | Data Quality | Data Integration | Advanced Analytics<br />
  26. 26. 4C Consulting | Challenges we tackle ...<br />How do we get into interaction with our (potential) customers across channels and social networks?<br />What should we do tomorrow to increase cross-sell, upsell and reduce customer churn?<br />How do we effectively manage our indirect network (agents, distributors,...)?<br />How do we more efficiently qualify leads, distribute leads, follow them up and convert into sales?<br />How can we optimize the first time resolution in our contact center?<br />What are the right tools to support my marketing, sales and service objectives?<br />How do we integrate these tools into our day to day operations?<br />...<br />6<br />Who are mycustomers? (life time value, profitability, cross/up-sellopportunity, ...)<br />How should we design our customer experience(s) to best outperform our competitors?<br />Which emotions drive value and which destroy value for our customers? <br />How should we redesign and align our business to better meet our customers’ emotional expectations?<br />How can I measure the effectiveness of my customer experience? How do I measure emotional customer engagement?<br />Do we know the different customerlifecycles of ourcustomers?<br />What are the right channels to sell to and to serve ourcustomers?<br />What are the leanprocesses to support our marketing, sales and service efforts?<br />
  27. 27. 4C Consulting | Service Portfolio<br />Marketing Excellence<br />Marketing Maturity Assessment<br />Digital Marketing<br />Non-responder analysis<br />Campaign Management & Automation<br />Campaign Management Outsourcing (new)<br />Marketing Resource Management (MRM)<br />Sales Excellence<br />Sales Process Optimization<br />Sales Portfolio Management<br />Partner Management<br />SFA Management & Automation with Salesforce.com<br />Sales Middle Office (in- & outsourcing)<br />Training & Coaching <br />Service Excellence<br />Customer Care Process Optimization<br />Customer Service Automation with Salesforce.com<br />Self Service Strategy & Management<br />Complaints Handling<br />Interim & Recruitment:<br />Campaign manager<br />Segment marketer<br />Product marketer<br />7<br />Customer Experience Management<br />Customer Experience Strategy<br />Naïve-to-Natural Maturity Assessment<br />Emotional Signature withBeyondPhilosophy<br />Moments of Truth Transformation<br />Experience-driven complaints handling<br />CE training & coaching<br />CE Performance Management<br />Customer Interaction Management<br />Multi Channel Strategy<br />Social media<br />Contact Strategy<br />Unique View of the Customer<br />CRM Roadmap (program definition, scope, planning & budgeting)<br />Customer Insight Management<br />Reporting<br />Data Quality<br />DI (marketing data mart, customer data mart,…)<br />Analytics (prediction, forecasting, segmentation, profiling, scoring…)with SAS<br />Performance improvement<br />Business Process Engineering<br />Project & Portfolio Management<br />Change Management <br />
  28. 28. Why do our clients choose for 4C Consulting?<br />Expert in customer experience and customer interaction management combining strategy expertise with pragmatic implementation skills<br />Trustedadvisorfor more than 100 satisfied clients during +600 projects<br />Connecting marketing, sales & customer care with senior management and IT<br />Next practice insights from a largevariety of industries: Telecom, Utilities, Banking, Insurance, Pharmaceuticals, Media, Distribution, B2B Services<br />In-depth understanding of the local market, seasoned with international experience<br />Strategic partnerships withinternationallyrecognizedthought leaders and solution providers: Salesforce.com, SAS & BeyondPhilosophy<br />The Proof is in The People: our consultants are pragmatic subject matter experts with a strong focus on results and a relentless “can do” mentality<br />8<br />
  29. 29. 4C Group | Boostit!<br />Ourmission<br />We assist our customers in increasing the value of IT by improving the collaboration and alignment between business and IT.<br />People<br />Process<br />Organisation<br />Governance<br />Setting direction<br />Ad interim <br />managers<br />IT Strategy<br />IT Scorecard<br />Sourcing models<br />IT organisation structure<br />Corporate steering<br />IT<br />strategy<br />Corporate strategy<br />Making choices<br />Portfolio managers<br />Portfolio mgt<br />VMO/PMO<br />Portfolio steering<br />Our services<br />Realising benefits<br />Project mgrs<br />Business analysts<br />Project mgt<br />Requirements mgt<br />Coaching<br />Project steering<br />Change board<br />Corporate structure<br />IT<br />structure<br />9<br />
  30. 30. 4C Group | Internet Marketing School<br />An educationalplatform consisting of an in-house training or a 4-day open course for marketers and larger businesses to keep ahead on the latest trends and techniques concerning digital marketing.<br />Touching themes as Mobile Marketing, Search Marketing, Digital Customer Experience, Social Media and many more, the Internet School keeps ahead on the most contemporary topics while focusing on hands-on, future-aimedcourses.<br />Independent, objective and pragmatic during it’s lessons and overall behavior in it’s market, the Internet Marketing School focuses on useful and ready to implement-strategy information for it’s clients. No presentations, but education.<br />It’s “open-source internal organizing methodology” engenders many perspectives and new ideas. Everyone is invited to contribute his or her ideas and they will be implemented after approval. This makes the Internet Marketing School a service brought by professional people towards professional people and insures that there is an open-minded and a bright view on tending topics and working methods.<br />Following a course at the Internet Marketing School will bring you lot’s of new ideas and a broad, clear and a critical perspective on the newest Digital Marketing topics and techniques.<br />10<br />www.internetmarketingschool.be | info@internetmarketingschool.be | http://twitter.com/IMS_be<br />

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