Customer Centric Management

Building a differentiating customer experience

Maintaining and developing your customer capital has become essential: attracting new customers is a lot more expensive than retaining existing ones

. Customer experience is one of the ways in which to differentiate your company through a seamless customer relationship.

With its Customer-Centric Management offer, Sopra Steria brings you end-to-end support in the management and optimisation of your relationship with customers and citizens: from business and technological advice, to the operating of infrastructures and system integration.

Our dedicated solutions are designed to bring your focus back to the customer experience with offerings in three important areas:

  • Understanding the customer:

    • Gathering data – structured and unstructured – on end customers’ behaviour and user habits in order to create adapted services and a unified view
    • Setting up an optimised customer data repository: constructing and providing databases adapted to various core businesses and applications.
  • Customer experience:
    • Co-building customer journeys with attention to issues such as Customer Centricity, a cross-channel approach and digitisation of the customer relationship
    • Implementing customer journeys in all channels (branch offices, shops, contact centres, websites, self-care, social networks, cross-channel workstations, etc.), in terms of organisation and IT implementation.

     

  • Customer value:
    • Handling issues such as loyalty, cross-selling and upselling by capitalising on customer data
    • Adapting offers and user journeys to customer profiles.