Trailblazing consumer goods companies are creating worlds that revolve around customers. Worlds that are worth £73.29m.

Creating more valuable connections with retailers and consumers

Senior sales leaders are using insights from across the business to increase productivity and improve retail relationships. They’re using mass distribution, out-of-home and direct-to-consumer channels to identify more cross-sell and upsell opportunities. In return, senior sales leaders can share more accurate sales forecasts to drive supply chain and retail programme efficiencies, such as more accurate pricing, inventory, and maximising in-store activity.

The combined impact of this approach is £73.29m across the business as a whole, with sales contributing £27.27m.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Increasing field sales productivity and enabling better retail execution activities

Automating workflows

Boosts operational productivity

Using smarter retail and consumer profiling and opportunity management

Increases cross-sell and upsell opportunities

Together, sales and service leaders are…

Engaging directly with consumers to build communities

Increases acquisition and retention

Together, sales and marketing leaders are…

Engaging directly with consumers to build communities

Increases acquisition and retention

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Senior service leaders are simplifying access to multiple sources of retailer and consumer feedback, which will improve the quality of engagements, brand loyalty and increase sales. In return, senior service leaders can share a 360-degree view of customer feedback with the rest of the business, making this data an integral part of corporate strategy.

The combined impact of this approach is £73.29m across the business as a whole, with service contributing £21m.

Innovative service leaders are...

Enabling a self-serve community

Improves customer retention and relationships

Directing traffic to self-service channels, without affecting service quality

Reduces headcount and costs

Streamlining from inception to resolution with a 360-degree view of the consumer

Reduces response and resolution times

Together, sales and service leaders are…

Engaging directly with consumers to build communities

Increases acquisition and retention

Together, marketing and service leaders are…

Ensuring online interactions minimise negative impact of complaints

Improves brand reputation and consumer loyalty

Increasing use and improved functionality of lower-cost channels

Reduces overall costs

Talking directly to consumers and building communities

Drives consumer satisfaction and loyalty

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Senior marketing leaders are improving the speed of deployment and driving consistent brand messaging. Marketing can use sales and customer service insights to engage directly with consumers, building loyal communities, personalising experiences and ultimately, delivering a higher ROI. In return, senior marketers can share data from apps and social networks with other departments, including product development teams.

The combined impact of this approach is £73.29m across the business as a whole, with marketing contributing £25.02m.

Innovative marketing leaders are...

Creating a unified retail and consumer experience across all channels

Improves retention, conversion rates, brand consistency and ROI

Using personalised and location-specific marketing

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Increases messaging consistency, speed of deployment and marketing productivity

Together, marketing and service leaders are…

Ensuring online interactions minimise negative impact of complaints

Improves brand reputation and consumer loyalty

Increasing use and improved functionality of lower-cost channels

Reduces overall costs

Talking directly to consumers and building communities

Drives consumer satisfaction and loyalty

Together, sales and marketing leaders are…

Engaging directly with consumers to build communities

Increases acquisition and retention

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Senior IT leaders are improving the running of key lines of business through a single suite of easy-to-use, integrated, cloud-based systems – systems that boost employee productivity, increasing revenue, reducing costs and ultimately, enhancing the customer experience. In return, they will spend less time maintaining complex infrastructures and sprawling systems, freeing up resource to focus on other priorities.

The combined impact of this approach is £73.29m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Increasing field sales productivity and enabling better retail execution activities

Automating workflows

Boosts operational productivity

Using smarter retail and consumer profiling and opportunity management

Increases cross-sell and upsell opportunities

Innovative service leaders are...

Enabling a self-serve community

Improves customer retention and relationships

Directing traffic to self-service channels, without affecting service quality

Reduces headcount and costs

Streamlining from inception to resolution with a 360-degree view of the consumer

Reduces response and resolution times

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Improves retention, conversion rates, brand consistency and ROI

Using personalised and location-specific marketing

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Improves conversion rates through quickly deployed & consistent messaging

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with retailers and consumers

Connecting data and teams across your key lines of business will increase revenue, boost productivity, reduce costs, improve market share and ultimately, result in happier customers.

It also has a more tangible impact of £73.29m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information, stock levels and product details

Increasing field sales productivity and enabling better retail execution activities

Automating workflows

Boosts operational productivity

Using smarter retail and consumer profiling and opportunity management

Increases cross-sell and upsell opportunities

Innovative service leaders are...

Enabling a self-serve community

Improves customer retention and relationships

Directing traffic to self-service channels, without affecting service quality

Reduces headcount and costs

Streamlining from inception to resolution with a 360-degree view of the consumer

Reduces response and resolution times

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Improves retention, conversion rates, brand consistency and ROI

Using personalised and location-specific marketing

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Improves conversion rates through quickly deployed & consistent messaging

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads