Customer & Growth

We specialise in design and assist with your implementation of customer-centric strategies that create additional economic value. Customers' preferences, behaviours and expectations are continuously changing in our 'always on' multi-channel world. It is thus critical to stay on top of the latest trends and developments. However, it is even more important to navigate through all the complex options and create an effective and efficient set-up. In the end, the busy customers of today want to experience as low an effort as possible.

KPMG Connected Enterprise is our digital transformation approach

KPMG Connected Enterprise is our customer-centric and enterprise-wide approach to digital transformation. It focuses every process, function and relationship of the organisation on a single purpose, harnessing the power and potential of customers to fuel profitable and sustainable growth.

Our Customer & Growth team can help you

• assess the maturity level of your customer strategy and operating model.
• map and transform your customer journeys with a focus on reducing your customers' effort.
• define and rationalise your channel landscape, helping you to migrate volumes to your preferred channels.
• design and implement customer-centric operating models based on a 'single view of customer'
• build customer contact centres, including delivery model, roles, processes and supporting technology.
• implement or improve your CRM system, seeking to ensure that the customer life cycle is supported by impactful processes and technology. Learn more about our Salesforce and Microsoft Dynamics 365 practice.
• create value from customer data through cross-channel analytics.

If you are serious about improving your customer experience, we are serious about helping you.