Commercial excellence services

In Customer

EY Commercial excellence services help you translate customer promises into operational reality. EY teams work with you to set your business up for success by transforming how you go-to-market with an outside-in and customer-centric approach that boosts growth and reduces costs.

What EY can do for you

Customer behaviour and preferences are evolving at a staggering rate. However, customer experience (CX) investment is often not keeping pace nor translating into sustainable growth. EY teams work with organisations to create new go-to-market models that are operationally mature, technology-enabled, and based on a deep understanding of the needs and expectations of their customers now and into the future.

Service benefits

When organisations undergo customer-led holistic transformation, they can unlock a step-change in CX and commercial results. Enterprises need to be able to identify opportunities across CX, omni-channel maturity, marketing excellence, sales effectiveness, and execution – and know where to make no regrets decisions around the capabilities required to succeed – spanning people, process and technology. Working with EY teams, organisations can:

  • Benefit from knowledge transfer and close support until sales, marketing and service teams become operationally self-reliant
  • Attain customer and commercial excellence by optimising marketing spend and resource allocation
  • Create a future-fit business with scaled up, efficient ways of working
  • Drive sustainable growth, lower costs and improved customer advocacy to grow customer lifetime value
  • Elevate the customer experience

    EY teams assist companies to revisit ideal customer profiles, segmentation and targeting based on potential value. Performance lifts when enterprises address shifts in customer engagement and channel preferences, align marketing, sales and service around ‘moments that matter’ and give the frontline the right tools to deliver a better experience.

  • Drive sustainable growth

    It’s important to digitise go-to-market capabilities to add ‘pull-based’ journey progression to push campaigns. EY teams can help with the design and creation of new business models, offers and capabilities, guiding where to invest in the right technology platforms and data capabilities and supporting the integration of marketing and sales strategies with execution.

  • Improve productivity

    EY teams can conduct an informed review of underlying channel economics to reset channel strategy and mix. Companies typically need to recast operating models to align resources to value, taking costs out by automating tasks, handoffs and workflows.

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