KPMG and Salesforce

At KPMG, we help our clients to better understand their customers and to digitally transform marketing, sales and customer service. In doing so, we combine expertise and technology. Together with Salesforce, we are taking this to a new level.

Customer focus has long been a key success factor. This means that only companies that offer consumers customised experiences across the entire customer journey will be successful in the long term. This is because both private and business customers now place just as much value on the customer experience as on the actual product. They have high expectations of products and services. These consumers are digital, socially networked and informed. They demand that their needs are identified and individually fulfilled. In return, they want to be addressed personally and provided with relevant information. Quick decisions and response times to customer enquiries could therefore make the difference in case of doubt as to whether companies are awarded one or five stars. The bottom line is that the better a company knows its own clientele, the easier it will be to enter into dialogue with them more effectively and efficiently. Efficient processes thus become critical success factors.

This is because relevant customer information is not available transparently in order to create added value for the company and its customers. It is not possible to record data correctly across the board. There is also a lack of high-performance and mobile systems that allow employees to use them regardless of time and place. According to Statista, only 43 per cent* of all companies in Germany use CRM software that enables customer data to be recorded, saved and made available to other areas of the company.

Unfortunately, silo thinking between departments, a back and forth of Excel spreadsheets and unclean data bases are still the order of the day in many companies.