Optimizing Customer Experience
Optimizing Customer Experience
Put your customer first to gain competitive advantage.
Overview

At every touch point in the customer life-cycle, from marketing to customer support, there is an opportunity to transform the way in which the customer experiences your product, your brand, your company. Customers expect you to put them at the center of your business. If you don’t, your competition will. EMC can help you analyze every touch point to develop high impact strategies to differentiate you in the marketplace.
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Stay Ahead of the Competition

How do you compete in a market where products and services rapidly become commoditized? How do you build brand loyalty?

Do you know why some customers stay and others leave? Do you know what your customers and former customers are saying about you?
Our Perspective

Market dynamics increasingly emphasize the importance of delivering a great customer experience. Customer perceptions of your company depend not only on what you sell, but also on how customers learn about you, how they transact business with you, and how well you satisfy their needs. Understanding and overcoming these challenges is key to advancing your brand.

EMC Consulting analyzes the root causes of problems. We identify the obstacles preventing you from providing an optimal customer experience and use information as a competitive differentiator. Our consultants partner with you to:

  • Improve business processes.
  • Manage change.
  • Develop business metrics.
What We Offer
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Insights
Descriptive Info
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Take a Customer-Centered Approach

Smart organizations know their customers’ needs, wants, and buying patterns. They drive customer service and customer satisfaction by tailoring marketing experiences and creating an efficient sales process—all core components of customer relationship management (CRM).
Our Perspective

CRM requires more than implementing technology. The values and priorities of your CRM initiative must be clearly understood across your organization.

EMC helps you develop and prioritize CRM requirements that align with your business strategy. Our holistic approach examines people, processes, and technology. We develop a complete understanding of your sales and marketing operations — including the employees, partners, and customers involved. We help you create and document a CRM strategy, then work with you to implement it.
What We Offer
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  • Customer Relationship Management
    Develop a CRM system that aligns with your business strategy. We work with you to develop a complete understanding of your business from sales and marketing to operations and service.
  • Relationship Management
    Address sales and marketing, customer support, and partner relationships to deliver comprehensive relationship management solutions.
  • ECM Application Integration
    Achieve interoperability between enterprise applications and the Documentum enterprise content management platform. Use Documentum Foundation Services Extensions (DSFX) to reduce content redundancy and facilitate business information exchange.
  • ECM Process Automation
Drive Customer Loyalty

Your existing content and information systems are probably built around lines of business or business functions. Customer information is likely replicated in several places, creating fractionalized views of customers and increasing cost and complexity.
Our Perspective

Having a unified view of customers gives you a competitive edge. EMC solutions enable consistent processing of customer information, regardless of where the data is entered. This improves business productivity and compliance management. It also yields better customer service, shorter turnaround times, and customer communications with higher impact.

EMC can help you integrate customer information and simplify its use across business functions. We focus on capturing and using customer information along the entire value chain. We work with you to manage people and processes and deploy technology solutions that create a 360° view of the customer.
What We Offer
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  • Customer Centricity
    Integrate data and information flows across the customer life-cycle to enhance relationships and increase customer value.
  • ECM Strategy Services
    Get your enterprise content management strategy right from the start and achieve better knowledge sharing, process optimization, and content security. Share information with customers, suppliers, and employees more efficiently.
  • Enterprise Core Solution
    Use the EMC Documentum Enterprise Core Solution as an accelerator to achieve enterprise deployment, faster results, and easier user adoption.
  • Master Data Management
    Manage and integrate your master data for shared use across your enterprise.

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