Commercial Excellence Services

Our Commercial Excellence Services help you translate customer promises into commercial reality. We 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 behavior and preferences are evolving at a staggering rate. However, customer experience (CX) investment is often not keeping pace or translating into sustainable growth. EY teams work with organizations 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 in the future.

Service benefits 

When organizations 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, omnichannel maturity, marketing excellence, sales effectiveness and execution — and know where to make decisions around capabilities required to succeed without regret — spanning people, process and technology. Working with EY teams, organizations can realize the following:

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

Elevate the CX 

EY teams help companies to revisit ideal customer profiles, segmentation and targeting based on potential value. Performance improves when enterprises address shifts in customer engagement and channel preferences; align marketing, sales and services around “moments that matter”; and give frontline staff the right tools to deliver a better experience.

Drive sustainable growth 

It’s important to digitize 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. This includes guidance on where to invest in the right technology platforms and data capabilities as well as supporting the integration of marketing and sales strategies with execution.

Improve productivity 

EY teams can conduct an informed review of underlying channel economics to help reset the 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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