4C Consulting Company Presentation 2011

4C Consulting – Company PresentationFebruary 2011

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4C Consulting | Our Mission

Ensure higher return on

customer interactions

through

smarter solutions

in marketing, sales & services

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4C Consulting | Our Customers

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Marketing Excellence

Customer Experience Management

Customer Insight Management

Naïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM Roadmap

4C Consulting | Our Playground

Sales Excellence Service Excellence

• Marketing Maturity Assessment• Campaign Management & Automation• Campaign Management Outsourcing• Marketing Resource Management

• SFA Management & Automation• Sales Portfolio Management• Sales Middle Office• Training & Coaching

• Customer Service Automation• Self Service Strategy & Management• Complaints Handling

Intelligent reporting | Data Quality | Data Integration | Advanced Analytics

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Marketing Excellence

Customer Experience Management

Customer Insight Management

Naïve-to-Natural | Emotional Signature | Moments of Truth | Multi-channel Strategy | Unique Customer View | CRM Roadmap

4C Consulting | Our Playground

Sales Excellence Service Excellence

• Marketing Maturity Assessment• Campaign Management & Automation• Campaign Management Outsourcing• Marketing Resource Management

• SFA Management & Automation• Sales Portfolio Management• Sales Middle Office• Training & Coaching

• Customer Service Automation• Self Service Strategy & Management• Complaints Handling

Intelligent reporting | Data Quality | Data Integration | Advanced Analytics

Project & Portfolio Management

Process & Moment Engineering

Supporting ToolsChange Management

4C Consulting | Challenges we tackle ...

How do we get into interaction with our (potential) customers across channels and social networks?

What should we do tomorrow to increase cross-sell, upsell and reduce customer churn?

How do we effectively manage our indirect network (agents, distributors,...)?

How do we more efficiently qualify leads, distribute leads, follow them up and convert into sales?

How can we optimize the first time resolution in our contact center?

What are the right tools to support my marketing, sales and service objectives?

How do we integrate these tools into our day to day operations?

...

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Who are my customers? (life time value, profitability, cross/up-sell opportunity, ...)

How should we design our customer experience(s) to best outperform our competitors?

Which emotions drive value and which destroy value for our customers?

How should we redesign and align our business to better meet our customers’ emotional expectations?

How can I measure the effectiveness of my customer experience? How do I measure emotional customer engagement?

Do we know the different customer life cycles of our customers?

What are the right channels to sell to and to serve our customers?

What are the lean processes to support our marketing, sales and service efforts?

4C Consulting | Service PortfolioMarketing Excellence

Marketing Maturity AssessmentDigital MarketingNon-responder analysisCampaign Management & AutomationCampaign Management Outsourcing (new)Marketing Resource Management (MRM)

Sales ExcellenceSales Process OptimizationSales Portfolio ManagementPartner ManagementSFA Management & Automation with Salesforce.comSales Middle Office (in- & outsourcing)Training & Coaching

Service ExcellenceCustomer Care Process OptimizationCustomer Service Automation with Salesforce.comSelf Service Strategy & ManagementComplaints Handling

Interim & Recruitment:Campaign managerSegment marketerProduct marketer

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Customer Experience ManagementCustomer Experience StrategyNaïve-to-Natural Maturity AssessmentEmotional Signature with Beyond PhilosophyMoments of Truth TransformationExperience-driven complaints handlingCE training & coachingCE Performance Management

Customer Interaction ManagementMulti Channel StrategySocial mediaContact StrategyUnique View of the CustomerCRM Roadmap (program definition, scope, planning & budgeting)

Customer Insight ManagementReportingData QualityDI (marketing data mart, customer data mart,…)Analytics (prediction, forecasting, segmentation, profiling, scoring…) with SAS

Performance improvementBusiness Process EngineeringProject & Portfolio ManagementChange Management

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Why do our clients choose for 4C Consulting?

Expert in customer experience and customer interaction management combining strategy expertise with pragmatic implementation skills

Trusted advisor for more than 100 satisfied clients during +600 projects

Connecting marketing, sales & customer care with senior management and IT

Next practice insights from a large variety of industries: Telecom, Utilities, Banking, Insurance, Pharmaceuticals, Media, Distribution, B2B Services

In-depth understanding of the local market, seasoned with international experience

Strategic partnerships with internationally recognized thought leaders and solution providers: Salesforce.com, SAS & Beyond Philosophy

The Proof is in The People: our consultants are pragmatic subject matter experts with a strong focus on results and a relentless “can do” mentality

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4C Group | Boostit!

We assist our customers in increasing the value of IT by

improving the collaboration and alignment between business

and IT.

Corporate strategy

Corporate structure

ITstrategy

ITstructure

Setting direction

Making choices

Realising benefits

People Process Organisation Governance

Ad interim managers

IT StrategyIT Scorecard

Sourcing modelsIT organisation

structureCorporate steering

Portfolio managers Portfolio mgt VMO/PMO Portfolio steering

Project mgrsBusiness analysts

Project mgtRequirements mgt Coaching Project steering

Change board

Our mission

Our services

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4C Group | Internet Marketing School

Touching themes as Mobile Marketing, Search Marketing, Digital Customer Experience, Social Media and many more, the Internet School keeps ahead on the most contemporary topics while focusing on hands-on, future-aimed courses.

Independent, objective and pragmatic during it’s lessons and overall behavior in it’s market, the Internet Marketing School focuses on useful and ready to implement-strategy information for it’s clients. No presentations, but education.

It’s “open-source internal organizing methodology” engenders many perspectives and new ideas. Everyone is invited to contribute his or her ideas and they will be implemented after approval. This makes the Internet Marketing School a service brought by professional people towards professional people and insures that

there is an open-minded and a bright view on tending topics and working methods.

Following a course at the Internet Marketing School will bring you lot’s of new ideas and a broad, clear and a critical perspective on the newest Digital Marketing topics and techniques.

An educational platform consisting of an in-house training or a 4-day open course for marketers and larger businesses to keep ahead on the latest trends and techniques concerning digital marketing.

www.internetmarketingschool.be | [email protected] | http://twitter.com/IMS_be

[email protected] | www.4Cconsulting.com | +32 15 281 281 | Follow us on: