Question 7

1. Accenture should track a variety of information about each customer. Because of the vast array of services offered to potential clients, I will focus on high level data. They would start with things like understanding the client's core business, business processes, number of employees, global areas of operation, ERP systems used, modules used, etc. For example, let's say they were doing a PeopleSoft implementation they would want to collect data on how the current software is setup, how many employees use it, what processes are they used for as well as technical aspects such as number of licenses, load times, etc. After the work has been completed, they should monitor things like improvement rates, adoption rates, cost savings, time savings, etc. This type of data can be used when marketing the same service to a different company.
2. This type of data should start to be even before Accenture is given the contract. During the RFP (request for proposal) phase they should be collecting this high level data to ensure that they are well suited to compete for the work. It's critical to know the companies core businesses and for systems work what type of technical architecture is being used. Once the work has been awarded, then they can dig down another level and begin to learn specific details of the processes and systems that will be affected.
3. The same type of data could be captured by a different service provider to help them differentiate themselves and their service to potential clients. Based on the the same information, they could compare themselves to Accenture and determine ways how they differ or how their service is an improvement over Accenture's offering.