Marketing & Customer Relations

The reduction in time-to-market is pushing companies to be agile. echnological innovations are opening up new fields to personalise and enrich interactions. Evolving BtoB and BtoC expectations are converging towards ever more demanding requirements in terms of personalization, simplicity, mobility, multi-channel and digital.

Consumers compare the experiences delivered by companies across all industries: competition is fierce. To take advantage of these changes and create more value, Marketing, Customer Relations and Customer Experience departments must (re)think their approach and put the customer at its heart. ZD supports these departments throughout all stages of their value chain to meet their challenges in the short and medium term.

• Marketing strategy and customer relations – Defining your marketing ambition and customer experience, developing your marketing plans (positioning, growth opportunities) and action plans.
• Offers and services design – Designing innovative offers and services according to a design thinking approach, prototyping them and supporting experimentation and marketing.
• Marketing efficiency – Developing customer knowledge and implementing relational programs (conquest, loyalty) to optimise marketing processes and tools.
• Customer relationship efficiency – Simplifying customer paths (contact management, sensitive moments) and optimising processes and tools in a multi-channel logic.
• Listening to customers – Managing the customer experience (key KPIs), listening to and broadcasting the customer’s voice throughout the company (verbatim analysis, irritating approach…).
• Customer culture – Developing the customer orientation of employees and the concrete embodiment of service attitudes: awareness raising, training, serious games.