Customer Transformation

If you want to know the best ways to drive and sustain business growth, look to your customers. And Deloitte. Our customer transformation specialists offer a range of services that can help you target new markets and improve the customer experience. We offer advanced analytics to help you acquire, mine and manage valuable customer data. Additionally, we provide complete CRM services and strategies that can help you improve lead generation as well as initiate, grow and sustain profitable customer relationships.

Contact Center Strategy and Processes

Our contact center advisory practice focuses on improving customer care, shared services, help desk, tech support and collections contact centers. These services are designed to make the most of performance despite the budgetary limitations that are often placed on these “cost centers.” Our professionals combine strategy, operations and technology experience from a broad range of industries and some have managed contact centers themselves.

Learn more about Contact Center Strategy and Processes.

Back to top


CRM Transformation—

There are many providers that can help organizations make the transition to from a technical point of view. However, this isn’t a technology issue as much as it is a business issue and that’s where Deloitte excels. We make sure that your transition strategy accounts for all of the surrounding business issues that will determine whether the implementation succeeds or fails in the long term, helping your organization squeeze every bit of value out of your investment. Just as importantly, we know our way around the intricate details that make up the technical side of the implementation, from the application itself to the legacy systems that it typically replaces.

Learn more about CRM Transformation—

Back to top

CRM Transformation—SAP

At Deloitte, we’ve applied our deep industry experience to create a wide range of preconfigured SAP CRM—based solutions for companies looking for a nimble, responsive approach to CRM. Using our approach, clients can choose an entire suite of solutions, or implement just the processes they need to get up and running fast. Plus, we offer the ability to test—drive these industry—tailored CRM solutions before you decide to purchase them. Once it’s time to implement, we know the technical aspects to get your CRM solution up and running quickly. Just as importantly, we are able to tailor the CRM user experience to match our clients’ needs. We believe this is a crucial part of any new CRM implementation, directly affecting user productivity—and the numbers bear this out. 

Learn more about CRM Transformation—SAP.

Back to top

Customer Analytics

Deloitte combines deep industry knowledge, broad functional capabilities and technical know—how to help our clients capture insights and create strategies for attracting, engaging and retaining profitable customers. We look at customers from the outside in—turning everyday information into useful and actionable insights that can inform your decision—making. 

Learn more about Customer Analytics.

Back to top

Customer Strategy

Deloitte helps corporate leaders create executable strategies to initiate, grow and sustain profitable relationships with consumer and business customers. We are recognized by leading industry analysts for providing our clients with actionable, results—driven strategic thinking. Plus, as the world’s largest professional services firm, we have the global resources and experience to follow through when execution support is needed. Our strategic services help clients achieve profitable growth in these areas: Customer insights and analytics; Customer experience; Brand positioning and marketing; Sales strategy; Contact center; and Multi—channel integration. 

Learn more about Customer Strategy.

Back to top

Marketing Transformation

Today, it’s possible to build a marketing organization based on a coordinated platform that integrates people, processes and technology. It helps to have a partner that not only understands your business, but has the resources at hand to address each of these areas and more. That’s where Deloitte excels. Our solutions can be applied across the full range of marketing capabilities, prioritized and sequenced as needed.

Learn more about Marketing Transformation.

Back to top

Sales Force Effectiveness

Leading companies around the globe choose Deloitte because of our deep understanding of their industries and sales environments. Our professionals combine strategic thinking and sales experience with broad technical and operational capabilities. We help our clients improve sales force effectiveness with services that span these areas:

  • Strategic planning—develop sales strategies, market segmentation and sales processes that support the business strategy.
  • Organization—align the sales force structure with channel partners and leverage sales force resources to improve performance.
  • Motivation—develop quotas, compensation plans and performance management systems to reinforce and reward selling behaviors that achieve sales goals.
  • Support—deploy tactical tools, develop processes and provide training and reinforcement to stimulate sales force adoption.

Learn more about Sales Force Effectiveness.

Back to top

Sales, Marketing and Customer Integration

Deloitte has developed a suite of services that can provide information to clients to navigate several challenge areas that sales and marketing executives face during mergers and acquisitions. The first hurdle is to develop a go—to—market strategy and a portfolio of products and services that align with the new company structure and its needs. At the same time, functional tools and processes must be up to the task of delivering on the new value proposition. Finally, a holistic view of the customer experience must permeate the entire organization.

Learn more about Sales, Marketing and Customer Integration.

Back to top

Sales Transformation

Our sales transformation capabilities can help organizations tackle some of their toughest challenges and get ahead of the competition. Whether the task is to develop a new go—to—market strategy or implement an innovative technology infrastructure, we can help clients in their efforts to achieve higher growth, profitability, market share and productivity – as well as increased differentiation in the marketplace. We offer services across the spectrum of CRM and ERP technologies – including SAP,, Oracle and Microsoft – to help facilitate the effective implementation sales strategies.

Learn more about Sales Transformation.

Back to top

Get in touch

Suzanne Kounkel

Suzanne Kounkel

Chief Marketing Officer | Deloitte

Suzanne is a principal in Deloitte Consulting LLP and the chief marketing officer (CMO) of Deloitte. As the leader of Deloitte’s integrated marketing and sales organization, Suzanne challenges her tea... More

Edward See

Edward See

Principal | Customer Transformation Offering

Ed is a principal in the Technology service area and the Information Management service line specializing in the Consumer Products sector. He has market eminence as a thought leader in marketing strat... More

Christine Cutten

Christine Cutten

Customer Transformation | Monitor Deloitte

Christine is a principal of Deloitte Consulting LLP and a leader within the Customer Transformation practice. In her 10-year tenure with Deloitte and more than her 20 year career, Christine has helped... More

Frances Yu

Frances Yu

Partner | Deloitte Consulting LLP

Frances Yu is a Partner with Deloitte Consulting LLP. She is the global lead for Deloitte's Enterprise Digital Strategy offering, and the High Tech sector lead for Deloitte Digital’s Market offering. ... More