Can Darwin Teach us How to Adapt to the Era of the Digital Customer?

BearingPoint. Institute Can Darwin teach us how to adapt to the era of the digital customer? Customer centric platform Symbiotic process Industry leaders reflect their customers at every step: their internal organisation mirrors client types, they integrate big and unstructured data along the experience lifecycle into a platform that is simple, connected and ubiquitous The ultimate answer, is to adopt or start embracing a symbiotic company-consumer relations, to identify product and service opportunities which your customers will need and want Customer relationship management SYMBIOTIC RELATIONSHIP WITH CUSTOMERS Web Mobile SERVICES OPPORTUNITIES Contact Bricks and centre Customer mortar PRODUCT Social Portals media Data warehouse Business impact Customer expectations Source: BearingPoint Source: BearingPoint Moving towards a win-win long-term relationship In today's connected environment, augmented consumers are always on and connected, collaborative relationships between them and companies define future products PRODUCT CENTRIC MODEL CUSTOMER CENTRIC MODEL SYMBIOSIS Customer Width of customer interface Company Companies sell and customers buy. Sales driven corporate mentality with no actual customer relationships. Customer and the company are in The customer is at the very heart of corporate focus. Company is doing its very best to meet expectations and create a good customer experience. an interactive and solid relationship, and need each other to succeed together. THEN: T-Ford NOW: Amazon, Tesco FUTURE Source: BearingPoint BEIO04-NVC-FIG1-2-3