Aftersales & CRM
The Myth of the Customer as King – The Long Road to Customer Centricity
Never before have new technologies offered the opportunity to get this close to customers, to understand them and to respond to their individual needs. There is no lack of information and data in the digitalised world. Nevertheless, the reality is different. Even after decades of effort to strengthen customer orientation, there is still considerable potential for improvement. This is also the good news.
After sales management and service organisations are becoming increasingly more central, as they represent key factors in success and differentiation for companies to compete for customers and market shares. Long-term customer loyalty, continuous revenue stream, attractive margins and valuable information for product development and service concepts are just a few examples.
We see it as our task to identify and increase the potential mentioned above as part of our advice and support for your company. We create new customer insights, adapt your business model to the needs of your customers where necessary and consistently and permanently establish the concept of “King Customer” in your organisation.
Portfolio
Customer Journey – Customer Touchpoint Analyse – Service Strategy – Customer Relation Management – Customer Lifecycle Management – Loyalty Programmes – Service-Processes – Service-Organisation – Data Services
References
Accompanying an international launch of a new CRM software with the focus on acceptancy and use by users as well as the efficient use as a CRM tool in customer loyalty.
Creation of a customer and service data management system for a nationwide sales structure throughout Germany as the basis for improvements in service orientation and service quality; from conceptual design, reporting and control through? to technical implementation.
Development of a programme to communicate your brand and brand strategy with a focus on brand behaviour and corporate identity as well as brand values and brand promises, both internally and externally.
In addition to consultings and coachings we offer the design and delivery of training services in the field of employee- and leadership development – worldwide, in cooperation with our network partners.
The Myth of the Customer as King – The Long Road to Customer Centricity
Never before have new technologies offered the opportunity to get this close to customers, to understand them and to respond to their individual needs. There is no lack of information and data in the digitalised world. Nevertheless, the reality is different. Even after decades of effort to strengthen customer orientation, there is still considerable potential for improvement. This is also the good news.
Portfolio
- Customer Journey
- Customer Touchpoint Analyse
- Service Strategy
- Loyalty Programmes
- Service-Processes
- Service-Organisation
- Data Services
- Customer Relation Management
- Customer Lifecycle Management
Referenzen
Accompanying an international launch of a new CRM software with the focus on acceptancy and use by users as well as the efficient use as a CRM tool in customer loyalty.
Creation of a customer and service data management system for a nationwide sales structure throughout Germany as the basis for improvements in service orientation and service quality; from conceptual design, reporting and control through? to technical implementation.
Development of a programme to communicate your brand and brand strategy with a focus on brand behaviour and corporate identity as well as brand values and brand promises, both internally and externally.