The Corporate Culture Pvt. Ltd.

CONSULTING SERVICES

CONSULTING SERVICES - MANAGEMENT CONSULTANCY Customer & Experience Consulting 🌐

"Deliver exceptional experiences that foster customer loyalty. Transform touchpoints into value-driven engagements for sustainable growth."

At TCC-India Consulting, our Customer & Experience Consulting service is dedicated to transforming your customer interactions into sustainable, high-value relationships. We help you map the complete customer journey, identify moments of friction, and leverage technology (Microsoft Dynamics 365 Customer Engagement, Salesforce) and data to deliver hyper-personalized experiences. Our focus is to turn satisfied customers into powerful brand advocates, driving measurable increases in Customer Lifetime Value (CLV), market share, and profitability.

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About Our Services

WHAT IS Customer & Experience Consulting?

Customer & Experience (CX) Consulting is the management discipline focused on optimizing the totality of a customer’s interactions with a company, from initial awareness (marketing) through purchase (sales) to post-sale support (service). The goal is to design an optimal, consistent, and frictionless experience that fosters loyalty and advocacy.

This service integrates three core components:

Component	Core Focus	Key Outcome
Customer Strategy	Defining target customer segments, value proposition, and experience goals.	A clear vision for the ideal customer journey and service standards.
Journey Mapping & Design	Analyzing the current state of interactions across channels and designing the desired future state.	Identification of pain points and blueprints for improved digital and physical touchpoints.
Technology Enablement	Implementing CRM (Customer Relationship Management) and MarTech platforms.	360-degree customer view and automation of sales, marketing, and service processes.

Our Expertise

OUR SERVICES – Customer & Experience Consulting

TCC-India offers a comprehensive suite of services to transform your customer focus, supported by industry-leading technologies:

Customer Journey Mapping & Optimization

End-to-end mapping of customer interactions, identifying moments of truth, and designing an optimal future state (digital and physical).

CRM Strategy & Implementation

Strategic advice, selection, and deployment of best-in-class CRM platforms, including Microsoft Dynamics 365 Customer Engagement (Sales, Service, Marketing) and Salesforce.

Contact Center Transformation

Optimizing contact center operations through AI integration, self-service portals, and agent desktop design for superior efficiency and service quality.

Customer Loyalty & Retention Strategy

Developing and implementing programs, policies, and predictive analytics to boost Customer Lifetime Value (CLV) and reduce churn.

Voice of the Customer (VoC) Program Design

Setting up systematic processes (surveys, social listening, net promoter score - NPS) to capture and act on customer feedback in real-time.

Benefits of Customer & Experience Consulting

A focus on Customer and Experience Consulting yields immediate improvements in revenue, loyalty, and brand reputation.

Increased Revenue (CLV)

Personalized experiences and proactive retention strategies significantly increase the lifetime spending and loyalty of the average customer.

Higher Operational Efficiency

Automation within the sales and service processes (via Dynamics 365/Salesforce) reduces cycle times, improves first call resolution (FCR), and lowers the cost-to-serve.

Competitive Differentiation

A consistently superior customer experience becomes a sustainable competitive moat that is difficult for rivals to replicate.

Reduced Churn Rate

Identifying and addressing pain points immediately and proactively engaging at-risk customers reduces attrition and stabilizes the revenue base.

Effective Marketing Spend

Deeper customer understanding and 360-degree data allow marketing efforts to be hyper-targeted and personalized, increasing ROI.

Detailed Features – Customer & Experience Consulting

Our execution is focused on creating measurable improvements in loyalty and revenue by leveraging data and technology.

360-Degree Customer View Implementation

Integrating data from all touchpoints (ERP systems like SAP, Oracle, Tally, Busy, and CRM platforms like Microsoft Dynamics 365 and Salesforce) into a single customer profile for personalized interactions.

Digital Experience Design (UX/UI)

Redesigning websites, mobile apps, and self-service portals to ensure intuitive, accessible, and high-conversion user experiences.

Sales and Service Process Automation

Utilizing Microsoft Dynamics 365 Customer Engagement to automate lead nurturing, opportunity management, and field service dispatch, improving speed and accuracy.

Predictive Churn Analysis

Developing machine learning models that analyze customer behavior and usage data (often pulled from SAP or Oracle backend systems) to proactively flag customers at risk of leaving.

Omnichannel Strategy Execution

Ensuring a seamless transition for customers across all channels (web, social, mobile, phone, in-person), guaranteeing consistency of brand and information regardless of the touchpoint.

Customer Lifetime Value (CLV) Modeling

Developing sophisticated financial models to accurately calculate CLV and segment customers by value, guiding targeted investment in high-value segments.

CHALLENGES WITH SOLUTIONS

We anticipate and solve the primary roadblocks to effective CX transformation—data silos and organizational friction.

Data Silos Hindering 360-View

Unified Data Architecture: We implement middleware and integration solutions to consolidate disparate customer data sources (e.g., pulling finance data from SAP/Tally into Dynamics 365 CRM), creating a single source of truth for every employee.

Organizational Silos (Sales vs. Service)

Cross-Functional Journey Mapping Workshops: Facilitating workshops that bring together leaders from Marketing, Sales, and Service to collaboratively map the customer journey, identifying shared metrics and responsibilities.

Low CRM User Adoption

Change Management & Role-Based Training: Providing targeted, role-specific training and change management programs that demonstrate how the new CRM (Microsoft Dynamics 365 or Salesforce) simplifies the user's daily tasks, ensuring enthusiastic adoption.

Inability to Act on Feedback

VoC-to-Action Framework: Designing a closed-loop system that links customer feedback (NPS/surveys) directly to operational managers and mandates a follow-up action plan within the CRM.

Lack of Personalization

Predictive Segmentation Implementation: Utilizing advanced analytics to create dynamic customer segments and integrating these segments into marketing automation and sales scripts for truly personalized interactions.

Customer & Experience Consulting