Feb 07, 2018
From Advisory Institute
Successful companies focus on the economics of the customer experience, striking the right balance between what customers expect and what makes financial sense.
To ensure profitability, many companies are focusing on their supply chain and are rethinking their processes for ordering, fulfilling and returning. Should you drop ship products? Offer in-store pickup? What kind of return policy can you afford to offer, yet still have your customers feeling satisfied?
To answer these kinds of questions, operational professionals are increasingly considering customer lifetime value, a metric that has traditionally lived in marketing and advertising departments. Connected enterprises - organizations that connect the front, middle and back offices - are breaking down the walls that traditionally kept valuable data in silos, allowing the entire enterprise to benefit from it.
Duration: Approximately 17 minutes. Activate the recording with the play button over the image.
Discover the eight fundamental capabilities that high performing organizations are investing in to maximize the value of the customer experience.
Explore our findings.
Achieve the appropriate balance of value across marketing, sales, and customer service, explore
The economics of CX.
Listen to related podcasts where KPMG executives discuss:
Evolving role of physical and digital in today’s connected world.
Customer experience investments: Finding the sweet spot.
KPMG can help create a customer-centric business so you can put the customer first and compete in today's digital age, visit