Expertise
Customer Centricity & CX Management
We increase customer value and growth.
Customer experience is becoming increasingly decisive for purchasing decisions and loyalty in the B2B and B2C sectors. But companies often understand this to only mean good service, when in fact customer centricity is more than that: It means sales, marketing and service are consistently focused on the right customer groups, differentiated according to potential and profitability. Rising expectations with regard to personalization also make the customer journey more complex, with more physical and digital touchpoints. This is where our CX management comes in: We will show you how to harmonize customer understanding, journey design and governance. Our goal in doing so is to exploit valuable insights, break down silos, reduce churn rates and exploit cross-selling and upselling potential.
Solution approach
Our solution approach
Guidance architecture : We consider the right customer groups
We start with customer insights and a clear customer picture: Who are your key customers? What drives their purchasing, loyalty and decisions to go elsewhere? And where is customer value created? Building on these insights, we define segment logic, service levels and experience standards that are economically efficient. Our meta-journey approach applies for implementation of sales, marketing and service. Our guiding architecture for end-to-end journeys is proven to reduce complexity, increase consistency, and make personalization scalable without losing local market proximity. The result is a common language for touchpoints, responsibilities, handovers and experience standards. This is how we do it:
Deriving customer insights to inform segmentation according to potential and profitability, and generating data-based ideal customer profilers
Developing an analysis and management concept for Customer Lifetime Value and Customer Health
Building a customer meta-journey as a guidance architecture with service level logic and process linkage
Creating the foundation for commercial decisions in sales, marketing and service
Effective management logic : We make CX part of your company culture
We combine customer insights with voice-of-customer, voice-of-employee and voice-of-process analytics. Where necessary we expand this with digital signals along the journey, for example by means of social media analytics. From this information we derive clear priorities and measures for governance, decision-making routines and performance KPIs. In this way, customer centricity becomes the effective management logic and culture of your company. The result? Less churn, higher repurchasing rates and increased willingness in your customers to accept higher prices for a better experience.
Contact
Customer centricity is often wrongly understood as 'improving service'. However it actually means consistently aligning sales, marketing and service – as well as the entire business – towards delivering customer value, and regularly measuring impact. Customer centricity increases repeat purchase rates as well as cross-selling and upselling, while simultaneously reducing churn and misallocations – making it a clear EBIT lever.
Your Contact
Johannes Kiekhöfer