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Optimizing Customer Experience
Optimizing Customer Experience
Overview

From marketing to support, you have the opportunity at every touchpoint in the customer lifecycle to transform the way customers experience your product, your brand, and 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 touchpoint to develop high-impact strategies that differentiate you in the marketplace.

Insights
Success Stories
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

Every touchpoint is a brand 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 addressing 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 using insight 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
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.
  • Customer Performance Management
    Address sales and marketing, customer support, and partner relationships to deliver comprehensive relationship management solutions.
  • ECM Process Automation

    Use a proven approach for process discovery and analysis to identify improvement opportunities, quantify the impact of change, apply the right technology solution, and increase ROI for your business.

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, which creates fractionalized views of customers and increases costs and complexity.

Our Perspective

Having a unified view of customers gives you a competitive edge. With EMC solutions, customer data can be processed consistently, regardless of where it’s 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-degree 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.
  • 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.
Descriptive Info
Success Stories
Design for Your Customers

Digital interactions are integral to virtually every business—and customer expectations are rising exponentially. Websites, e-commerce platforms, intranets, kiosks, and products all represent a brand experience—an opportunity to shape how your business is perceived.

Too often, businesses fail to keep pace with new developments in digital, and web savvy customers simply won’t wait. They’ll turn to businesses that are delivering experiences that meet and surpass their expectations.

Our Perspective

User-Centered Design is about gathering insight in order to anticipate needs and desires. We use a range of methods to understand user goals, contexts, and emotions. These insights inform the design and development process, from early wireframes through to the final product. At each stage, we test and refine. The end result is digital experiences that people love.

What We Offer
Show Descriptions | Hide Descriptions
  • Customer Centricity
    Integrate data and information flows across the customer life-cycle to enhance relationships and increase customer value.
  • 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.
  • User Experience and Information Architecture
    Cut transaction time, improve productivity, and save costs with easy-to-use, intuitive interfaces. EMC consultants create designs that enable users to quickly accomplish tasks and access information.

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