Marketing Operations: Personalization in Sight
|
|
- Rodney Hill
- 8 years ago
- Views:
Transcription
1 Accenture Interactive Point of View Series Marketing Operations: Personalization in Sight Why operational effectiveness is essential for customer relevance at scale
2 Make every customer feel like one in a million Digital technologies empower companies to personalize marketing and customer communications in new and engaging ways. But enabling one-to-one connections with countless customers requires delivering customer relevance at scale. This starts with increasing the operational effectiveness of the marketing organization. Marketers have been evolving toward one-to-one marketing communications for over two decades. Now with the capabilities of digital and mobile channels, companies can move beyond direct mail and to deliver the next level of personalization which consumers have come to expect. They want personalized communications from companies that understand who they are, remember what they like and deliver what they need. Most companies have a vision for personalization, and many are on the path to executing it. Yet marketing organizations are struggling to operationalize the vision at speed and scale. Many are exhausted by the effort and have realized that working harder and applying more resources to the challenge is simply not sustainable. How can marketers deliver personalization to every customer, every time? Marketing organizations that are delivering personalization in a streamlined and agile way have recognized the need to change marketing operations for the digital reality. They have developed new ways of working that are powered by new operational disciplines and new technologies. In addition to becoming more productive, the leaders have lowered costs, reduced regulatory compliance risks and improved marketing spend effectiveness. All this while communicating with personalized messages to millions.
3 Taking a hard look in the mirror Recent Accenture research reveals a surprising self-assessment about marketing operations today. Nearly three-quarters of marketing leaders (73 percent) believe that marketing operations is extremely important or very important to achieving their marketing strategy. However, just less than half (49 percent) of executives rate their company s overall marketing operations as industry leading or above average. 1 Considering this widespread acknowledgment of its critical role, why the lukewarm satisfaction for marketing operations? The simple answer is because marketing executives are realists with keen insight into the challenges of their environments. Yet many are in a difficult position. Despite continued tight budgets, chief marketing officers (CMOs) are expected to improve both marketing spend effectiveness and operational performance. Marketing strategy execution is more complex than ever before. Digital transformation creates pressure for fresh, real-time content. Consumers expect consistent, omni-channel experiences on their terms. 1 Accenture, CMOs: Time for Digital Transformation or Risk Being Left on the Sidelines, June
4 Reflecting on success It is one thing for marketers to understand the influence of change; it is another to take action and to help achieve results. Consider how three leading companies across different industries transformed marketing operations to increase their effectiveness. From separated to streamlined A global pharmaceutical company needed to reduce marketing spend and regulatory risk. Yet multiple content production processes and agencies across countries and tremendous volume hampered progress. By increasing marketing operational effectiveness, the company reduced content production cycle times by 25 percent, enabled more than 20 percent reuse of existing marketing assets and reduced regulatory compliance risks. From bottlenecks to breakthroughs After a global telecommunications provider introduced new marketing processes, it reduced campaign cycle times by 20 to 35 percent. The company also transformed an inability to link marketing spend to promotions into new visibility into marketing investments, which supported better decision making and improved return on investment. From errors to efficiencies A U.S. insurance company wanted to increase the quality of customer communications as content production costs and regulatory fines were increasing. The company made changes to increase marketing productivity and reduce marketing costs. Where key communications were once consistently delivered late and in error, the changes drove a 15 to 25 percent decrease in communications cycle times and significantly reduced the cost of quality. Done well, improving operational effectiveness can result in business benefits beyond cost reduction, such as: Improved agility for shorter cycle times and faster times to market. Better brand consistency. Less wasted effort. Increased visibility into budget and spend. Reduced regulatory compliance risks. By reallocating these savings into growth drivers such as increased media placements or marketing program spend, organizations can help support the top-line revenue growth agenda. (See Figure 1.) As Angela Tribelli, CMO, HarperCollins Publishers, has said, First we put the operational side of the house in order Getting the operational basics right means everyone has more breathing space to focus on the bigger picture. 2 Figure 1: Reducing marketing operations costs can fuel growth drivers Typical spend allocation Cost breakdown of $1 million marketing spend: 30% media placement ($300,000) 30% creative concepting ($300,000) 40% production ($400,000) Transformed spend allocation Cost breakdown of $1 million marketing spend: 40% media placement ($400,000) 30% creative concepting ($300,000) 30% production ($300,000) 2 Keith Loria, The CMO Interview: Angela Tribelli, CMO, HarperCollins Publishers, March 10, 2014, accessed May 20,
5 Through the smoke and mirrors The barriers to change real and perceived are entrenched in the marketing organization. Fully three-quarters (78 percent) of the respondents to Accenture s CMO research believe that marketing will undergo fundamental changes over the next five years. 3 Because of several barriers, many marketing organizations have been slow to refine their marketing operations even though they acknowledge the need to do so. (See Figure 2.) These barriers have their roots in marketing s traditional position in the business. Consider that most organizational areas, such as finance, human resources and supply chain management have already refined their operations through multiple generations of enterprise resource planning (ERP) projects. However, these projects passed marketing by for a number of reasons. In some cases, this occurred because marketing was thought of as too unique even too creative for such process and technology-driven structures. Even so, technology challenges are not the only barriers to improving operational effectiveness. The marketing function attracts big ideas people who typically focus on design over process discipline. They often act as right-brain creatives before they think like left-brain project managers. As a result, marketing teams tend to be less oriented toward thinking about efficiency and effectiveness. However, with digital transformation increasing the workload on organizations, there is a critical need to increase the operational effectiveness of marketing. Throwing more money at the problem, either with more employees or more agency partners, is not a sustainable solution. Until marketing organizations refine their operating models, they will continue to struggle to keep up with the volume of work required to scale their personalization strategies. Figure 2: Which of the following have been the most significant barriers that prevent your organization from furthering performance in marketing operations? Lack of technology and tools 21% Inefficient business processes 20% Lack of funding 18% Lack of integration with other business functions 17% Lack of skills 16% Insufficient senior leadership 9% (Source: CMOs: Time for Digital Transformation or Risk Being Left on the Sidelines) 3 Accenture, CMOs: Time for Digital Transformation or Risk Being Left on the Sidelines, June
6 The art of the possible in marketing operations The operational side of marketing has never been more connected to delivering the marketing strategy and to driving customer relevance. Delivering customer relevance at scale requires three elements: delighting customers, re-orienting the business and flexing the platform. Next-generation marketing operations require both a reorientation of the business with an updated operating model and a flexing of the platform with new technologies. Think robust, scalable and fast. To get there, marketing organizations must make changes across these recommended four areas of the marketing operating model: Processes Most marketing organizations have evolved into their current operating model with little attention paid to the design and effectiveness of current processes. However, without a standardized and industrialized set of marketing execution processes, most organizations are doomed to slower cycle times, higher labor costs and increased costs of quality. Technology Just as ERP systems have increased the productivity of organizations financial, human resource and supply chain management, technology can also help increase the operational effectiveness of marketing. Capabilities provided by MRM (marketing resource management) software enable improved workflow management, increased marketing spend management and visibility into the operational metrics and performance of the marketing organization. Organization/People Misalignment of organizational roles and responsibilities is also a barrier to meeting the challenges of personalization at scale. This causes missed opportunities for reducing duplicative work efforts, capturing economies of scale and utilizing leading practices across local, regional and global marketing activities. Governance To help achieve maximum operational effectiveness, an empowered governance structure needs to provide the leadership and direction over marketing operations. This structure will provide the necessary stewardship and decision-making capabilities to achieve continued optimization of the organization s operating model, to direct the future technology investments and to confirm compliance with the legal and regulatory policies governing marketing and customer communications. With a high-performing operating model and the new digital marketing capabilities working together, organizations can achieve the personalization goals at scale that have eluded many for years. It s a big responsibility an art, a science and a balancing act between too generic and too personal but personalization powered by streamlined marketing operations is the future of marketing.
7 Three steps to a next-generation marketing operations model There are exciting opportunities for marketing organizations that rethink how they work to become more efficient. Success begins with three key actions. 1. Assess where your organization is today. Marketers should take an objective view of the current state of their marketing organization. Conducting this assessment includes asking questions to understand the key issues and desired outcomes. 2. Create a capability blueprint and operating model. With a view of the current state, marketers can then create a realistic blueprint for their future vision. The operating model transforms the blueprint into the necessary processes, organizational elements, technologies and governance. 3. Develop a road map. Marketing organizations can change the operating model through a well-disciplined road map, which typically involves an 18- to 30-month timeline of quick wins, long-term initiatives and continuous change management. It includes a business case, which is critical for program approval and accountability.
8 To learn more about marketing operational effectiveness, please contact: Rob Davis About Accenture Interactive Accenture Interactive helps the world s leading brands delight their customers and drive superior marketing performance across the full multichannel customer experience. As part of Accenture Digital, Accenture Interactive works with over 23,000 Accenture professionals dedicated to serving marketing and digital clients to offer integrated, industrialized and industry-driven digital transformation and marketing services. or visit accenture.com/interactive. About Accenture Accenture is a global management consulting, technology services and outsourcing company, with more than 293,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, Its home page is Copyright 2014 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks. Information regarding third-party products, services and organizations was obtained from publicly available sources, and Accenture cannot confirm the accuracy or reliability of such sources or information. Its inclusion does not imply an endorsement by or of any third party. The views and opinions in this article should not be viewed as professional advice with respect to your business.
Accenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud
Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on the
More informationWaste or Win? The Case for Just-in-Time Marketing
Waste or Win? The Case for Just-in-Time Marketing 2 Waste or Win? The Case for Just-in-Time Marketing Waste or Win? The Case for Just-in-Time Marketing CMOs estimate that fewer than 20 percent of the people
More informationAccenture Interactive Joint Point of View with Adobe. Making it Relevant Optimizing the Digital Marketing Experience
Accenture Interactive Joint Point of View with Adobe Making it Relevant Optimizing the Digital Marketing Experience Making it Relevant Optimizing the Digital Marketing Experience Digital is no longer a
More information2014 State of B2B Procurement Study:
Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape
More informationContent x Context = Customer Experience
Accenture Interactive Joint Point of View with Adobe Content x Context = Customer Experience Driving a More Personalized Experience through Web Content Management Content x Context = Customer Experience
More informationAccenture Interactive Point of View Series. Marketing Analytics Being data smart requires a culture change to realize business benefits
Accenture Interactive Point of View Series Marketing Analytics Being data smart requires a culture change to realize business benefits Marketing Analytics Being data smart requires a culture change to
More informationThe Data Management Platform Unleashed
Accenture Interactive Point of View Series The Data Management Platform Unleashed From untapped potential to customer relevance at scale Like Lightning in a Bottle Are you getting full power from your
More informationAgile Marketing Analytics Platform
Agile Marketing Analytics Platform Why wait until your marketing plan is in place to find out if it works? Utilize advanced and powerful marketing analytics. Analyze your current performance in real time.
More informationMultichannel Attribution
Accenture Interactive Point of View Series Multichannel Attribution Measuring Marketing ROI in the Digital Era Multichannel Attribution Measuring Marketing ROI in the Digital Era Digital technologies have
More informationUnlocking potential with SAP S/4HANA
Unlocking potential with SAP S/4HANA 2 Unlocking potential with SAP S/4HANA For businesses looking to take advantage of an always-on, digitally-connected and Big Data-driven world, Accenture has developed
More informationAccenture CAS: integrated sales platform Power at your fingertips
Accenture CAS: integrated sales platform Power at your fingertips Understanding the market It is a tough market out there: margins are tightening, competition is increasing and the retail landscape is
More informationCUSTOMER VALUE MANAGEMENT PRINCIPLES. Top 5 Recommendations for Using Customer Lifetime
CUSTOMER VALUE MANAGEMENT PRINCIPLES Top 5 Recommendations for Using Customer Lifetime Value to Build Profitable Customer Relationships Communications Service Providers (CSPs) live in a world where penetration
More informationDelivering Exceptional Customer Experiences
The Digital Insurer: Delivering Exceptional Customer Experiences In today s insurance environment, where features and price can be quickly matched by competitors, customer experience is becoming one of
More informationIs it time to upgrade to an easy-to-use, customer-centric policy system?
Duck Creek Policy Is it time to upgrade to an easy-to-use, customer-centric policy system? To serve your customers at speed and scale, you need a broad, flexible policy system. Our proven software enables
More informationContent: The H2O of Marketing
Content: The H2O of Marketing How Marketers Create and Manage A Brand s Most Essential Resource Accenture Interactive State of Content 2015 Content is as Essential as Water Content is arguably a marketer
More informationAccenture NewsPage Distributor Management System: The engine behind your business
Accenture NewsPage Distributor Management System: The engine behind your business 2 Understanding the market The emerging markets are large and complex with thousands of distributors, millions of outlets,
More informationEmpowering Your Sales Force. It s Not Just Automation. It s Personal.
Empowering Your Sales Force It s Not Just Automation. It s Personal. 2 Empowering Your Sales Force: It s Not Just Automation. It s Personal. Empowering Your Sales Force It s Not Just Automation. It s Personal.
More informationAccenture CAS: Solution Implementation Making change happen
Accenture CAS: Solution Implementation Making change happen Rooted in a strong culture of client service and success, our smart, committed and experienced professionals collaborate as global teams to create
More informationLife in the New Normal: The Customer Engagement Revolution. Accenture Life Sciences
Accenture Life Sciences Life in the New Normal: The Customer Engagement Revolution Accenture Research Note: Key Findings from a survey of 200 US-based Sales and Marketing Executives in the Pharmaceutical
More informationEnterprise Data Management for SAP. Gaining competitive advantage with holistic enterprise data management across the data lifecycle
Enterprise Data Management for SAP Gaining competitive advantage with holistic enterprise data management across the data lifecycle By having industry data management best practices, from strategy through
More informationOmni-channel Commerce
Accenture Interactive Point of View Series Omni-channel Commerce Think like the customer Omni-channel Commerce Think like the customer Fact: We live in an omni-channel world. Companies in the business
More informationThe power of collaboration: Accenture capabilities + Dell solutions
The power of collaboration: Accenture capabilities + Dell solutions IT must run like a business grow with efficiency, deliver results, and deliver long-term strategic value. As technology changes accelerate
More informationCapital Markets Report
Accenture 2014 High Performance Finance Study Capital Markets Report GROWTH REALIGNMENT INTEGRATION INTRODUCTION Capital markets institutions have been hit hard by the financial crisis, and face the challenge
More informationAccenture Software for Banking Agile development platforms for an agile multichannel bank
Accenture Software for Banking Agile development platforms for an agile multichannel bank Banks are pushing harder than ever from a business perspective to become agile and flexible in their product development,
More informationAccenture Technology Consulting. Clearing the Path for Business Growth
Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers
More informationHow successful is your campaign and promotion management? Towards best-practice campaign management strategies
How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending
More informationPower play: Three new models for growth in the utilities industry
Power play: Three new models for growth in the utilities industry Power play: Three new models for growth in the utilities industry Traditional business models that have dominated the utilities industry
More informationBeyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences
Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Build lasting relationships and brand loyalty by delivering superior client experiences As the dust
More informationServices for the CFO Financial Management Consulting
IBM Global Business Services Services for the CFO Financial Management Consulting Financial Management Chief financial officers (CFOs) are currently in a highly visible, highly influential position. They
More informationDeveloping an IT agenda to position the business for the future
IT Strategy Developing an IT agenda to position the business for the future IT leaders are accustomed to the balancing act between evolving business needs and demands to squeeze more value out of limited
More informationMoving Beyond Listening and Monitoring
Accenture Interactive Point of View Series Moving Beyond Listening and Monitoring Social Media Marketing for Financial Services Don t just listen; learn and earn Social Media Marketing for Financial Services
More informationAccenture: Digitizing Internal Audit
Accenture: Digitizing Internal Audit 2 The Internal Audit function at Accenture is essential for identifying and assessing financial, operational, and technology risks and controls. As Accenture has expanded
More informationAccenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance
Accenture and Salesforce.com Delivering enterprise cloud solutions that help accelerate business value and enable high performance 1 Businesses and governments around the world are increasingly adopting
More informationAccenture cloud application migration services
Accenture cloud application migration services A smarter way to get to the cloud Cloud computing can help make your apps extraordinarily agile and scalable. You know this. Your competitors know this. And
More informationAccenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service
Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment
More informationAccenture Innovation and Product Development Services
Accenture Innovation and Product Development Services Companies are under increasing pressure to deliver the top- and bottom-line returns that drive growth and underpin value creation. However, sustaining
More informationAccenture HR Audit and Compliance as-a-service
Accenture HR Audit and Compliance as-a-service Accenture HR Audit and Compliance as-a-service How can we help? Increase productivity Rapidly address quality, security and compliance in your HR operations
More informationIs your outdated billing system costing you time and money?
Duck Creek Billing Is your outdated billing system costing you time and money? In a dynamic marketplace, being agile is essential to property and casualty (P&C) insurers that want to grow their business.
More informationAccenture & NetSuite
Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these
More informationCritical times for customers require exceptional service. Can your claims system deliver?
Duck Creek Claims Critical times for customers require exceptional service. Can your claims system deliver? Customers rely on property and casualty (P&C) insurers to meet their ever-changing needs during
More informationAccenture Interactive. Turbulence for the CMO Charting a path for the seamless customer experience
Accenture Interactive Turbulence for the CMO Charting a path for the seamless customer experience The price sensitivity of clients is reducing marketing effectiveness. CMO, UK transport and travel company
More informationDEVOPS: INNOVATIVE ENGINEERING PRACTICES FOR CONTINUOUS SOFTWARE DELIVERY
Accenture Architecture Services DEVOPS: INNOVATIVE ENGINEERING PRACTICES FOR CONTINUOUS SOFTWARE DELIVERY Development Operations WHAT IS DEVOPS? IT delivery supporting the new pace of business Over the
More informationAccenture NewsPage Sales Force Automation: Empower your people
Accenture NewsPage Sales Force Automation: Empower your people 2 Understanding the market Your people are your most important business asset. But, with hundreds of staff, serving thousands of small retailers,
More informationAccenture Human Capital Management Solutions. Transforming people and process to achieve high performance
Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented
More informationTalent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits
Talent & Organization Organization Change Driving successful change to deliver improved business performance and achieve business benefits Accenture Organization Change Distinctive solutions for transformational,
More informationClaims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey
Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing
More informationAccenture CAS: Trade Promotion Optimization
Accenture CAS: Trade Promotion Optimization Develop winning promotions Understanding the market Increasingly, retailers and manufacturers expect more from their trade promotions: more sales, profitability
More informationA new era for the Life Sciences industry
A new era for the Life Sciences industry Cloud computing changes the game Michael Whitworth Director, Clinical Data Strategy Accenture Accelerated R&D Services Michael.whitworth@accenture.com Agenda: Accenture
More informationAccenture and Moven Join Forces to Transform Digital Banking Solutions
Accenture and Moven Join Forces to Transform Digital Banking Solutions Joining Forces with Fintech Disruptors to Transform Digital Banking Solutions Accenture & Moven Partnership Digital Disruption is
More informationCasual Male Retail Group Inc. Big Ideas Solve Tall Orders
Casual Male Retail Group Inc. Big Ideas Solve Tall Orders Big Ideas Solve Tall Orders Launch a Digital Superstore With Casual Male Retail Group Acquity Group builds a sophisticated, multi-brand ecommerce
More informationAccenture Business Process Management Automation
Accenture Business Process Management Automation Rapidly Build Next-Generation Efficient and Scalable Process-based solutions to Achieve Right Performance BPM Automation: A Key Driver of High Performance
More informationAchieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign
Achieving high performance with Accenture s on-demand solution for the chemical industry Driving business performance with SAP Business ByDesign 2 Accenture helps small to mid-size companies and subsidiaries
More informationDrive Growth and Value with proven BPM solutions from IBM
IBM Software Thought Leadership White Paper June 2011 Drive Growth and Value with proven BPM solutions from IBM 2 Drive Growth and Value with proven BPM solutions from IBM Contents 2 Executive summary
More informationConvergence, personalization and high quality: Accenture helps Telecom Italia consolidate multimedia services to deliver a seamless customer
Convergence, personalization and high quality: Accenture helps Telecom Italia consolidate multimedia services to deliver a seamless customer experience Leading the telecommunication, media and entertainment
More informationAgenda Overview for Marketing Management, 2015
G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new
More informationMergers and Acquisitions: The Data Dimension
Global Excellence Mergers and Acquisitions: The Dimension A White Paper by Dr Walid el Abed CEO Trusted Intelligence Contents Preamble...............................................................3 The
More informationCreating a supply chain control tower in the high-tech industry
Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry A supply chain control tower gives high-tech leaders the ability to create
More informationAccenture Cloud Platform Unlocks Agility and Control
Accenture Cloud Platform Unlocks Agility and Control 2 Accenture Cloud Platform Unlocks Agility and Control The Accenture Cloud Platform is at the heart of today s leading-edge, enterprise cloud solutions.
More informationCMOs: Time for digital transformation
Accenture Interactive CMOs: Time for digital transformation Or risk being left on the sidelines Insights from leading marketers around the world Executive Summary Digital is changing the world and chief
More informationRethinking Key Account Management: adapting and refining your Sales organization s response to the new realities
Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities Managing the future Most executives recognize that the real assets of a company are embedded
More informationTransform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool
Transform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool In today s world of fastchanging customer dynamics, companies that fail to enhance their
More informationWill today s graduates want to work for you?
Will today s graduates want to work for you? Reshaping your talent supply chain to drive growth By Diana Barea and Payal Vasudeva The UK economy continues to expand. Large employers are competing for top
More informationSAP CRM Upgrades with Accenture. Creating a value-based approach for your SAP CRM upgrade to drive high performance
SAP CRM Upgrades with Accenture Creating a value-based approach for your SAP CRM upgrade to drive high performance To achieve and sustain high performance, organizations today must maintain a strong customer-centric
More informationIBM Global Business Services White Paper. Insurance billing and payment transformation Why now?
IBM Global Business Services White Paper Insurance billing and payment transformation Why now? 2 Insurance billing and payment transformation Why now? IBM Global Business Services 3 Introduction Customer
More informationAccenture Federal Services. Federal Solutions for Asset Lifecycle Management
Accenture Federal Services Federal Solutions for Asset Lifecycle Management Assessing Internal Controls 32 Material Weaknesses: identified in FY12 with deficiencies noted in the management of nearly 75%
More informationWhy Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members
Why Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members Why Traditional ESPs Aren t Cutting It for Email Marketers Table of contents 3 Email marketing
More informationAccenture Perfect CPG Analytics. End-to-end analytics services for fact-based business decisions and high-performing execution
Accenture Perfect CPG Analytics End-to-end analytics services for fact-based business decisions and high-performing execution Moving from insights to action at speed Consumer Packaged Goods (CPG) companies
More informationYour Last Line of Defense. Service Agents in the Digital Age
Your Last Line of Defense Service Agents in the Digital Age As customers embrace automated, always-on channels to access product information and assistance, will customer service agents become irrelevant?
More informationOperating from the middle of the digital economy: Integrated Digital Service Providers. By Ed Bae, Sumit Banerjee and Tom Loozen
Operating from the middle of the digital economy: Integrated Digital Service Providers By Ed Bae, Sumit Banerjee and Tom Loozen 2 Operating from the middle of the digital economy: Integrated Digital Service
More informationDriving Business Innovation Through Technology Innovation. CIOs critical role as digital innovators By David Quinney
Driving Business Innovation Through Technology Innovation CIOs critical role as digital innovators By David Quinney 2 Driving business growth through technology innovation Championing innovation In recent
More informationAchieving high performance in the media and entertainment industries through application outsourcing
Achieving high performance in the media and entertainment industries through application outsourcing Companies operating in today s global commerce rely on business application systems to energize supply
More informationModernizing your annuity platform to reduce costs, improve customer service and increase business agility
Modernizing your annuity platform to reduce costs, improve customer service and increase business agility 1 Modernizing your annuity system can pay big dividends to insurers. It can enable them to increase
More informationHigh Performance BPO delivers game-changing business outcomes
High BPO delivers game-changing business outcomes The benefits offered by BPO have long been clear, and have centered on the increased efficiency that comes with standardizing and streamlining processes
More informationAccenture Life Sciences Rethink Reshape Restructure for better patient outcomes. Accenture Accelerated R&D Services Overview
Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes Accenture Accelerated R&D Services Overview 1 The first fully-integrated, technology-enabled, global business service that
More informationTapping the Potential: The Accenture Industrial Equipment Industry Group
Tapping the Potential: The Accenture Industrial Equipment Industry Group Industrial equipment is an industry that holds an untapped potential for growth across the globe. And that growth is fueled by
More informationRelationship management is dead! Long live relationship management!
XRM: From Fragmentation to Integration Executive Summary Relationship management is dead! Long live relationship management! But it s not just about customers anymore. The value chain has grown so long
More informationGoing Boldly from the Golden Age into the Digital Future of Media and Entertainment. How Warner Bros. and Accenture Did It
Going Boldly from the Golden Age into the Digital Future of Media and Entertainment How Warner Bros. and Accenture Did It Warner Bros. Entertainment a household name among consumers and industry peers
More informationWhite Paper March 2009. Government performance management Set goals, drive accountability and improve outcomes
White Paper March 2009 Government performance management Set goals, drive accountability and improve outcomes 2 Contents 3 Business problems Why performance management? 4 Business drivers 6 The solution
More informationIBM s State of Marketing Survey 2012
IBM Software Enterprise Marketing Management Marketers biggest challenges and opportunities reveal the rise of the empowered customer 2 Contents 2 Leading the customer experience 4 Removing silos and integrating
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationDriving an Upswing in a Downturn at PolyOne. High Performance through Business Transformation
Driving an Upswing in a Downturn at PolyOne High Performance through Business Transformation PolyOne Corporation is a premier global provider of specialized polymer materials, tailored services and end-to-end
More informationHow To Get A Good Deal On An Application Outsourcing Contract At Anconda.Com
Achieving High Performance with Application Outsourcing 2 Needed now: The right team to get the most from your application portfolio now, next year and every year To be sure that your applications can
More informationIs Your Consumer Packaged Goods Innovation Engine Running on Empty? by Adi Alon and Brian Doyle
Is Your Consumer Packaged Goods Innovation Engine Running on Empty? by Adi Alon and Brian Doyle Far from firing on all cylinders, most Consumer Packaged Goods (CPG) innovation engines are sputtering. 2
More informationAchieving High Performance: The Value of Benchmarking
Achieving High Performance: The Value of Benchmarking Now I have the ammunition to foster change. With benchmarking, change agents have the facts they need to convince executives that a transformation
More informationMicrosoft Dynamics CRM Solutions for Retail Banking
Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and
More informationOPTIMUS SBR. Optimizing Results with Business Intelligence Governance CHOICE TOOLS. PRECISION AIM. BOLD ATTITUDE.
OPTIMUS SBR CHOICE TOOLS. PRECISION AIM. BOLD ATTITUDE. Optimizing Results with Business Intelligence Governance This paper investigates the importance of establishing a robust Business Intelligence (BI)
More informationCapturing the insurance customer of tomorrow. Three key questions to guide success
Capturing the insurance customer of tomorrow Three key questions to guide success Most insurers can confirm: customers want more, and more of what they want is digital. To sustain relevance in this new
More informationVeeva 2015 Life Sciences Commercial Content Management Survey
Veeva 2015 Life Sciences Commercial Content Management Survey FULL FINDINGS REPORT VEEVA.COM Summary The Veeva 2015 Life Sciences Commercial Content Management Survey explores the industry s progress in
More informationNavigating the Crude Cycle The Upside of Capex Postponement. Five actions to help achieve success with major projects in energy
Navigating the Crude Cycle The Upside of Capex Postponement Five actions to help achieve success with major projects in energy Executive summary Sustained low prices have prompted energy companies to retrench
More informationWWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights
WWW.WIPRO.COM LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WIPRO CONSUMER GOODS DO BUSINESS BETTER PROVIDING MARKETERS WITH THE BEST-IN-CLASS PLATFORM TO DEPLOY DIGITAL MARKETING CAPABILITIES
More informationAccenture Insurance. Are you getting the most value from your policy administration investment?
Accenture Insurance Are you getting the most value from your policy administration investment? Most Property & Casualty (P&C) insurers now view replacing or modernizing their policy administration system
More information7 Ways Your Competitors are Reducing Costs and Improving Customer Service and How You Can Too.
7 Ways Your Competitors are Reducing Costs and Improving Customer Service and How You Can Too. I. Logistics on the Frontline According to industry analyst Aberdeen Group, moving business operations into
More informationThe Digital Disruption in Banking
2014 North America Consumer Digital Banking Survey The Digital Disruption in Banking Demons, demands, and dividends While many North American banks have been able to retain their customers through traditional
More informationCustomer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart
Customer Relationship Management for Chemicals Using segmentation as a catalyst to become customer smart Building leaner, more cost-effective businesses has become standard industry practice for chemical
More informationBusiness resilience in the face of cyber risk. By Roger Ostvold and Brian Walker
Business resilience in the face of cyber risk By Roger Ostvold and Brian Walker When it comes to experiencing failure of at least part of an enterprise s digital environment, it is a matter of when rather
More informationSupply Chain Management Build Connections
Build Connections Enabling a business in manufacturing Building High-Value Connections with Partners and Suppliers Build Connections Is your supply chain responsive, adaptive, agile, and efficient? How
More informationChange program breaks new ground at Large Global Manufacturing Company making the way for High Performance
Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance This large global manufacturer is a leader in the agricultural and construction businesses. In
More information