Customer advisory

Customer loyalty is more challenging to earn and maintain than ever before; failing to meet customer demands means they can quickly turn to a competitor. KPMG in Romania brings a wide-ranging suite of services to help you modernize the approach to customer acquisition, retention and growth.

Our approach

We focus on customer experience, marketing enablement, sales and commerce acceleration, and service optimization to help power profitable growth, smoothly connecting people, processes, and technologies to enhance your go-to-market strategies, operations and 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.

Commerce:

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.

Customer commerce:

We empower your business to deliver positive, personalized experiences, efficient and consistent product and service delivery, as well as secure and flexible transactions to deliver sustainable success.

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.