4C Consulting provides services related to customer experience management, marketing excellence, sales excellence, and service excellence. They help clients ensure higher returns through smarter solutions in marketing, sales, and services. Their services include marketing maturity assessments, campaign management, sales process optimization, customer service automation, and customer insight management. Clients choose 4C Consulting because of their expertise in customer experience and customer interaction management, trusted advisory services, strategic partnerships, and focus on results.

1. 4C Consulting – Company PresentationFebruary 2011

2. 4C Consulting | Our MissionEnsure higher return on customer interactions through smarter solutions in marketing, sales & services2

3. 4C Consulting | Our Customers3

4. CustomerExperience ManagementNaïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM RoadmapMarketing Excellence44C Consulting | Our PlaygroundSales ExcellenceService ExcellenceMarketing Maturity Assessment

5. Campaign Management & Automation

6. Campaign Management Outsourcing

7. Marketing Resource Management

8. SFA Management & Automation

9. Sales Portfolio Management

10. Sales Middle Office

11. Training & Coaching

12. Customer Service Automation

13. Self Service Strategy & Management

14. Complaints HandlingCustomer Insight ManagementIntelligent reporting | Data Quality | Data Integration | Advanced Analytics

15. CustomerExperience ManagementNaïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM RoadmapMarketing Excellence54C Consulting | Our PlaygroundSales ExcellenceService ExcellenceMarketing Maturity Assessment

16. Campaign Management & Automation

17. Campaign Management Outsourcing

18. Marketing Resource Management

19. SFA Management & Automation

20. Sales Portfolio Management

21. Sales Middle Office

22. Training & Coaching

23. Customer Service Automation

24. Self Service Strategy & Management

25. Complaints HandlingCustomer Insight ManagementIntelligent reporting | Data Quality | Data Integration | Advanced Analytics

26. 4C Consulting | Challenges we tackle ...How do we get into interaction with our (potential) customers across channels and social networks?What should we do tomorrow to increase cross-sell, upsell and reduce customer churn?How do we effectively manage our indirect network (agents, distributors,...)?How do we more efficiently qualify leads, distribute leads, follow them up and convert into sales?How can we optimize the first time resolution in our contact center?What are the right tools to support my marketing, sales and service objectives?How do we integrate these tools into our day to day operations?...6Who are mycustomers? (life time value, profitability, cross/up-sellopportunity, ...)How should we design our customer experience(s) to best outperform our competitors?Which emotions drive value and which destroy value for our customers? How should we redesign and align our business to better meet our customers’ emotional expectations?How can I measure the effectiveness of my customer experience? How do I measure emotional customer engagement?Do we know the different customerlifecycles of ourcustomers?What are the right channels to sell to and to serve ourcustomers?What are the leanprocesses to support our marketing, sales and service efforts?

27. 4C Consulting | Service PortfolioMarketing ExcellenceMarketing Maturity AssessmentDigital MarketingNon-responder analysisCampaign Management & AutomationCampaign Management Outsourcing (new)Marketing Resource Management (MRM)Sales ExcellenceSales Process OptimizationSales Portfolio ManagementPartner ManagementSFA Management & Automation with Salesforce.comSales Middle Office (in- & outsourcing)Training & Coaching Service ExcellenceCustomer Care Process OptimizationCustomer Service Automation with Salesforce.comSelf Service Strategy & ManagementComplaints HandlingInterim & Recruitment:Campaign managerSegment marketerProduct marketer7Customer Experience ManagementCustomer Experience StrategyNaïve-to-Natural Maturity AssessmentEmotional Signature withBeyondPhilosophyMoments of Truth TransformationExperience-driven complaints handlingCE training & coachingCE Performance ManagementCustomer Interaction ManagementMulti Channel StrategySocial mediaContact StrategyUnique View of the CustomerCRM Roadmap (program definition, scope, planning & budgeting)Customer Insight ManagementReportingData QualityDI (marketing data mart, customer data mart,…)Analytics (prediction, forecasting, segmentation, profiling, scoring…)with SASPerformance improvementBusiness Process EngineeringProject & Portfolio ManagementChange Management

28. Why do our clients choose for 4C Consulting?Expert in customer experience and customer interaction management combining strategy expertise with pragmatic implementation skillsTrustedadvisorfor more than 100 satisfied clients during +600 projectsConnecting marketing, sales & customer care with senior management and ITNext practice insights from a largevariety of industries: Telecom, Utilities, Banking, Insurance, Pharmaceuticals, Media, Distribution, B2B ServicesIn-depth understanding of the local market, seasoned with international experienceStrategic partnerships withinternationallyrecognizedthought leaders and solution providers: Salesforce.com, SAS & BeyondPhilosophyThe Proof is in The People: our consultants are pragmatic subject matter experts with a strong focus on results and a relentless “can do” mentality8

29. 4C Group | Boostit!OurmissionWe assist our customers in increasing the value of IT by improving the collaboration and alignment between business and IT.PeopleProcessOrganisationGovernanceSetting directionAd interim managersIT StrategyIT ScorecardSourcing modelsIT organisation structureCorporate steeringITstrategyCorporate strategyMaking choicesPortfolio managersPortfolio mgtVMO/PMOPortfolio steeringOur servicesRealising benefitsProject mgrsBusiness analystsProject mgtRequirements mgtCoachingProject steeringChange boardCorporate structureITstructure9

30. 4C Group | Internet Marketing SchoolAn 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.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.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.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.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.10www.internetmarketingschool.be | info@internetmarketingschool.be | http://twitter.com/IMS_be