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Digital Marketing & Sales

We help clients use digital to connect with customers—wherever they are—to drive revenue growth quickly.

We work with companies to capture breakout sales growth by tapping new markets, personalizing customer experiences, and optimizing interactions. Our programs focus on delivering rapid returns and building capabilities so clients can manage marketing and sales programs themselves. Here’s how we do it.

Discovering customer insights that matter

We analyze data to pinpoint the most promising opportunities across online, mobile, social, and traditional channels. Sifting through enormous data sets, we help clients develop deep insights into their customers’ complete set of decision processes and uncover opportunities to rapidly increase conversion, revenues, share of wallet, and long-term customer value. (For more, read about our Digital Opportunity Scan.)

Designing complete customer journeys

We help clients design programs and campaigns that engage customer segments throughout their entire decision journey—from consideration to loyalty. We identify the automation, analytics, and technology capabilities needed to generate leads and deliver dynamic experiences wherever customers encounter the brand. In addition, we help organizations align their structures, processes, and incentives to create a culture that focuses on entire journeys, not individual touchpoints, and to adapt to customer behaviors.

Our focus is always on driving meaningful improvements in customer experience, increasing up-sell and cross-sell, and reducing churn.

Delivering breakthrough customer-journey experiences

Through McKinsey’s Digital Labs, a global team of more than 850 expert technologists and designers, we can deliver cost-effective digital prototypes and solutions plus help build the capabilities and talent needed for digital reinvention.

Using agile principles, we work collaboratively to deliver fully functioning applications that transform the customer experience and increase sales. Just as important, we help manage the change across the organization. We work side by side with clients to build cross-functional teams, pilot new approaches and offerings, and scale up initiatives. We also build our clients’ capabilities—for example, creating new marketing-analytics systems and training frontline salespeople—to make sure new processes take root and to sustain improvements.

De-risking

We understand that a marketing and sales transformation is a major investment. That’s why we have created new engagement programs to reduce financial and operational risk. We tie our fees to outcomes, coinvest, underwrite impact, and prioritize and sequence initiatives to provide rapid returns that help fund the change.

FEATURED EXPERTS

Peter Dahlstrom

Senior Partner, London

Eric Hazan

Senior Partner, Paris

Marc Singer

Senior Partner, San Francisco

Kelly Ungerman

Partner, Dallas

Featured capabilities

Digital Opportunity Scan

A diagnostic and benchmarking tool that assesses how profitably companies are engaging with their customers.

Customer Experience Solutions

Creates visualizations of millions of customer interactions across channels, showing where customer experience is compromised and where it can be transformed

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