Their mission is to support customers in defining and implementing their strategy to digitalize e-commerce, e-care and e-support processes. They also support the implementation of new modes of digital customer relationship (e-chat, messaging, chatbot...).
They are experts in identifying levers for the digitalization of the customer relationship and designing digital processes. They know how to structure an approach based on listening to the customer.
Their skills include the modeling of digitalization gains, managing projects to implement customer relationship solutions and a full understanding of customer-centered design methodologies. They have in-depth knowledge of customer behavior optimization and social listening tools.
"Digital customer relationship" consultants possess experience as product manager / product owner in one of the customer relationship areas (customer space, support, online store or customer service). Consulting experience with missions in customer relationship digitalization strategy is an advantage.