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Customer Experience Management

 

Today, it has become a challenge for companies to manage the cost of acquiring and retaining customers and address changing customer needs. The team at TCS’ Customer Experience Management (CEM) Center of Excellence (CoE) helps you address these challenges and build effective customer relationships.

Customer Experience Management CoE: Highlights
The team comprises consultants with significant industry and consulting experience in the sales, marketing and customer service functions in the manufacturing industry. They work as catalysts to enable business transformation in the areas that affect your customers’ experiences and provide a significant portfolio of proven tools and methodologies such as the following:

  • CEM Process Navigators
  • CEM KPI Navigator
  • CEM Process Maturity Continuum
  • P/O Matrix
  • Customer Wheel of Engagement

Our key solutions and services include the following:

  • Product portfolio management
  • Connected marketing and customer analytics
  • Dealer management
  • Sales performance analytics
  • Customer self-service portal
  • Contact center strategy
  • Parts supply chain visibility
  • Plan for Every Part (PFEP)
  • Business process reengineering

The TCS CEM CoE Advantage

  • Solution accelerators for CEM, which drive faster adoption of leading practices
  • A unique combination of top-down and bottom-up approaches to transformation with the customer’s business at the core
  • Strong alliances and strategic partnerships with leading product and solution vendors