Trailblazing technology companies are creating worlds that revolve around customers. Worlds that are worth £38.33m.

Creating more valuable connections with customers

Senior sales leaders are using insights from across the business to inform more effective proposals, shorten sales cycles, and improve forecasting accuracy. Sales can get a 360-degree view of the customer and identify who has the highest propensity to buy. In return, senior sales leaders can provide other lines of business with clear pipeline visibility and data to formulate new strategies.

The combined impact of this approach is £38.33m across the business as a whole, with sales contributing £15.03m.

Innovative sales leaders are...

Accessing sales information from any device – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Using data-driven insights to better understand customer propensity to buy

Improves pipeline visibility

Using smarter prospect profiling and opportunity

Creates and closes more deals

Together, sales and service leaders are…

Increasing cross-sell and upsell opportunities based on field service data

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Using customer insight to identify new revenue streams

Boosts sales

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 customers

Senior service leaders are using insights from across the business to react faster and better to customer demands in real time, creating effective upselling and cross-selling opportunities at the point of sale. In return, senior service leaders can share insights gained from one-on-one engagement with customers, giving accurate and relevant feedback to sales and marketing.

The combined impact of this approach is £38.33m across the business as a whole, with service contributing £10.95m.

Innovative service leaders are...

Engaging with customers through their preferred channel

Personalised customer experience improves retention

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

Reduces headcount and costs

Delivering proactive service enhanced by data from connected services/products

Reduces downtime and outages

Together, sales and service leaders are…

Focusing on cross-sell and upsell based on preference and history

Improves customer retention and repeat purchases

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers are informed to reduce queries and complaints

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

Reduces response and resolution times

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 customers

Senior marketing leaders are improving the relevance of messaging and increasing conversion rates through better integration with complex sales and customer service journeys. This creates a highly personalised, omnichannel experience. In return, senior marketers can share insights from social and digital channels with other teams to ensure a 360-degree view of the customer.

The combined impact of this approach is £38.33m across the business as a whole, with marketing contributing £12.34m.

Innovative marketing leaders are...

Giving customers a consistent experience across all channels

Improves retention, conversion rates, brand consistency and ROI

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Improved conversion rates that increases marketing productivity

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers are informed to reduce queries and complaints

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

Reduces response and resolution times

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Using customer insight to identify new revenue streams

Boosts sales

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 interactions for customers

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 £38.33m across the business as a whole.

Innovative sales leaders are...

Accessing sales information from any device – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Using data-driven insights to better understand customer propensity to buy

Improves pipeline visibility

Using smarter prospect profiling and opportunity

Creates and closes more deals

Innovative service leaders are…

Engaging with customers through their preferred channel

Personalised customer experience improves retention

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

Reduces headcount and costs

Delivering proactive service enhanced by data from connected services/products

Reduces downtime and outages

Innovative marketing leaders are…

Giving customers a consistent experience across all channels

Increases traffic and conversion rates, and improves customer retention

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Improved conversion rates that increases marketing productivity

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 interactions for customers

Connecting data and teams across your key lines of business will help you to reduce operating costs and gain actionable insights into customer needs. You can better differentiate products and services, increase revenue, boost productivity, reduce costs, improve market share and ultimately, it’ll result in happier customers.

It also has a more tangible impact of £38.33m across the business as a whole.

Innovative sales leaders are...

Accessing sales information from any device – in the office and remotely

Boosts agent productivity, and allowing for more customer-facing time

Using data-driven insights to better understand customer propensity to buy

Improves pipeline visibility

Using smarter prospect profiling and opportunity

Creates and closes more deals

Innovative service leaders are…

Engaging with customers through their preferred channel

Personalised customer experience improves retention

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

Reduces headcount and costs

Delivering proactive service enhanced by data from connected services/products

Reduces downtime and outages

Innovative marketing leaders are…

Giving customers a consistent experience across all channels

Increases traffic and conversion rates, and improves customer retention

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels to reduce number of platforms

Improved conversion rates that increases marketing productivity

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