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Growth 360° - Powered by Customer Experience


Successful companies like Apple, Amazon, Disney and Facebook have one thing in common — they are passionate about empowering customers and providing an unmatched customer experience. For industrial machinery companies (IMCs), Customer Experience Management (CEM) is becoming increasingly critical. In today’s business environment, a well thought-out CEM strategy will help you delight customers and achieve superior business performance to stay well ahead of the curve.

Providing a good customer experience is not just restricted to a successful CRM implementation. It is an ongoing quest and an amalgamation of infinite solutions and cultural change management processes.  

We, at TCS, have developed a framework that features various customer touch-points and technology enablers along the lifecycle of a product in a typical IMC. It highlights how IMCs can engage with customers in a standard “made-to-order” business scenario.

Powerful CEM Tools:

  • Sales and Service Mobility: Field service mobility solutions provide the means for efficient job planning, assignment and dynamic field connectivity, thereby increasing worker productivity and reducing costs. 
  • Personalized Marketing: Using relevant BI tools for measuring customer experience can provide useful insights into how it can be enhanced. 
  • Intelligent Services: These can help IMCs directly control resources and characteristics in their network with the use of telematics and BI systems to convert operational data into actionable information.

TCS’ extensive research and practical experience proves that along with the right focus on people, process and technology solutions outlined in this paper, it is extremely beneficial to build a comprehensive solution keeping in view the desired customer behavior. This will ensure that customers stay longer, buy more and pay more.