Customer Management

Relationship Management
Oakton’s Customer Management team can help you define, develop and implement customer focused solutions.

The consumer economy is rapidly evolving.  In our current market businesses are focused on the customer more and more and as a direct result are striving to achieve their desired business outcomes from their customer's perspective.

At Oakton we have specialist team members that can help you navigate through the variety of challenges from defining customer strategies, modelling the business from the outside-in, refining business processes and culture to implementing innovative customer focused solutions from Microsoft and Salesforce.com.

Finding the right solution is getting more and more difficult as more vendors come on to the market identifying they have the best approach and the best tools to magically solve your business issues – all you have to do is implement their software!  It’s not that easy but to make things more achievable you have to start with the right partners that have solutions that are progressive, adaptable and well supported locally and globally. 

At Oakton we partner with two of the leading solutions vendors across the customer world – Microsoft and Salesforce.com.  The competitive tension between these two great products keeps us on our game as the market calls for more capability and innovation with a lower cost of implementation in a far more aggressive timeline.  That’s why we have dedicated teams of solution professionals located across our offices that can assist you in all areas of Sales, Service and Marketing from these solutions across key industry areas.

Without a clear and agreed vision around customer strategy businesses have great difficulty delivering excellent multi-channel experiences to customers creating silo based customer facing technologies and business processes. This creates a disconnect with the customer resulting in a transactional relationship specific to a channel rather than a value based loyalty to the organisation.

At Oakton we have real world experience in defining and agreeing customer vision and related strategies across a variety of industries and business models.

Oakton uses an outside-in approach to customer experience - taking the viewpoint of the customer. Working with customer experience techniques, we work with organisations to provide an experience that meets or exceeds the customer expectation looking at people, process and innovation along with the technology.

We know that we are in the age of the customer.  We know that customers are so well informed they are likely to know more about us than we know about them.  Customers want everything quickly, and want the process to be seamless but most of all they want to efficient in the way they deal with the businesses they chose to.  That efficiency and immediacy is going to come from a variety of digital channels so being consistent and reliable is critical, especially when that experience is likely to happen across multiple channels as they navigate through the customer journey.

At Oakton we get “customer” and with our depth of experience in concepts including “Design Thinking” through to “Customer Journey Mapping” and solution design concepts we can help you to blend your customer and product strategy in a way that will assist in meeting your business needs in coordination with your customer needs. 

The continued shift of marketing investment from traditional to digital channels is accelerating at a rate that will catch many organisations out.  As that investment continues to grow we advise our clients that getting the mix of solutions across channels is critical especially when you consider that customers still buy more through traditional channels than emerging channels but there is a rapid shift happening now and momentum is growing.  With that in mind we believe that those companies that delay investment in an integrated marketing automation platform will be left behind – but the challenge is trying to establish a clear plan so you know what to invest in and how will you operate your business in line with that investment?

At Oakton we can help in you understand the marketing automation challenge and how to approach it.  We specialise in customer analytics and insights from Big Data as well as market leading Marketing Automation solutions from Sitecore, Adobe, Salesforce.com and Microsoft.  When combined with our proven capability in Social Media and tailored mobile applications we can help you across all areas of the customer lifecycle.   

New customer acquisition through to customer retention is always a focus of organisations that are constantly trying to find ways of selling more in a highly competitive landscape.  We know that much of our client focus will always be aligned to the improvement of their business processes in a way that will make their sales teams more productive however there has been a dramatic increase in work over the past year by our CRM partners Microsoft and Salesforce.com to develop platforms that will assist you to develop deeper insight about your customers – Knowing which customers represent the greatest value, identifying which customers to contact and when, and to be able to qualify leads better and more quickly all while in the field.

At Oakton we can help you navigate the endless journey of sales excellence.  We have proven experience in the implementation of customer systems including pure Sales Force Automation solutions within a variety of industries including Higher Education, Utilities, Telecommunications, Professional Services, Financial Services and Member Management based organisations.  

Oakton uses an outside-in approach to customer experience - taking the viewpoint of the customer. Working with customer experience techniques, we work with organisations to provide an experience that meets or exceeds the customer expectation looking at people, process and innovation along with the technology.

Please click here to enquire about Relationship Management Services.