Customer Centricity

The Customer King Myth - the Long Road to Customer Centricity

Never before have new technologies offered the opportunity to get so close to customers, to understand them, and to respond specifically to their needs. There is no shortage of information and data in the digitalized world. Yet the reality is different. Even after decades of efforts to increase customer orientation, there is still clear potential for improvement. This is also the good news.

After-sales management and service organizations are becoming increasingly central, as they represent decisive success and differentiation factors for companies competing for customers and market share. 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 our task in consulting and supporting your company as identifying and increasing the aforementioned potentials. We create new customer insights, adapt your business model to the needs of your customers as required and establish "King Customer" consistently and permanently in your organization.

We also regularly exchange ideas across industries on relevant customer experience (CX) topics. Want to be part of it? You can find more information at CX Synergies.

Portfolio:

Customer Journey - Customer Touchpoint Analysis - Service Strategy - Customer Management/Customer Relation Management - Customer Lifecycle Management - Loyalty Programs - Service Processes - Service Organization - Data Services

References

  • Brand development

    Development of a program to communicate the brand and brand strategy with a focus on brand behavior and corporate identity as well as living brand values and brand promises both internally and externally.

  • Customer and service data management

    Design of a customer and service data management system for a Germany-wide sales structure as a basis for improvements in service orientation and quality; from conception to reporting and control to technical implementation.

  • CRM alive

    Support of a new international introduction of a CRM software with the focus on acceptance and use by the users as well as efficient use as a CRM tool in customer retention.

In addition to consulting and coaching, we offer the design and delivery of training services in the area of employee and leadership development - and this worldwide with our network partners.