Customer advisory

Customer loyalty is harder to earn and sustain than ever. In a market where expectations evolve rapidly, even a small gap in meeting customer needs can send them directly to a competitor.

KPMG in Romania offers a comprehensive suite of customer-focused services designed to help you modernize and strengthen every stage of the customer lifecycle—from acquisition and onboarding to retention and long‑term growth.

We bring deep industry expertise, advanced analytics, and innovative digital solutions to help you:

Understand customers’ needs and behaviors
Build meaningful, personalized experiences
Grow loyalty and lifetime value
Stay competitive in an increasingly dynamic marketplace

Our approach

We focus on elevating customer experience, enabling marketing effectiveness, accelerating sales and commerce, and optimizing service delivery to drive profitable growth. By seamlessly integrating people, processes, and technologies, we strengthen your go‑to‑market strategies, operations, and the experiences you deliver to your customers.

CX:

We help clients strategically frame, design, and deliver customer experiences that drive business value.

Marketing:

We help enable clients to leverage strategic insights, and modern technologies to increase the ROI on marketing spend, driving enhanced customer engagement and revenue growth.

Sales:

We help clients accelerate sales by developing and executing data-driven strategies, improving seller experience and performance, and streamlining operations and enabling technology.

Service:

We support our clients in the design, delivery, and execution of holistic service strategies and operations that deliver winning customer experiences across all channels, enabled through processes and technology.

Sales Channels:

We help clients define, build, and operate effective digital channels to deliver winning commerce experiences.

How we can help you?

KPMG in Romania is dedicated to unlocking the full potential of your front office. We empower you to gain a deep understanding of your customers and market, enabling the creation and delivery of strategies that enhance customer lifetime value (CX Economics). Leveraging the latest advances in AI, including Generative AI and machine learning, we drive impactful engagement and personalization, helping to ensure each interaction is meaningful and relevant.

Your journey towards customer-centric profitable growth is unique, and at KPMG in Romania, we can help you chart a path and work alongside you. No matter your starting point, our goal is to embed customer centricity deep within the fabric of your business operations, to help you develop a holistic and connected strategy.

Customer experience and engagement:

We help grow your customer franchise through intentional experience strategies that deliver orchestrated customer and employee interactions.

Customer insight:

We generate and apply insights to acquire, retain, and grow customer relationships through a value-driven lens.

Customer operations:

We can modernize customer operations by simplifying, automating, and enabling processes and systems through industry-specific functional experience.

Customer platforms:

We help realize business value through the implementation of leading enterprise customer technology solutions.

Customer Innovation:

We incubate customer-focused innovations to quickly test and deploy new paths to growth.

Our insights

The KPMG Global Customer Experience Excellence (CEE) report explores how leading organizations have rapidly implemented AI with swift return on investments and enhanced customer experiences.