Strategy & Concept on Customer Interaction

Successful customer communication requires a company-wide approach that optimally addresses the corresponding customer segments for all products and services offered over the entire customer lifecycle.

As a basis for optimizing customer communication, we work with you to create individual Customer Journeys that are implemented for specific customer segments and define the necessary customer processes, system support and key performance indicators.

  • Concept of a Customer Lifecycle Interaction Map for customer segments and products/ services
  • Derive and prioritize individual Customer Journeys
  • Define Business Processes, create Use Cases, User Stories und business requirements
  • Define Customer Scores (Loyalty, Contact Timing, Response Probability, etc.)
Our Experience

Project Examples

Development & Coordination Customer Journey Framework

Development and roll-out of a customer journey framework to establish and secure a consistent premium customer experience throughout all touchpoints.

Project scope

  • Design of customer touchpoints with segment specific needs
  • Harmonization and embedding of the framework in the customer strategy
  • Integration of the external customer view with the existing internal process view
  • Definition of roles and responsibilities and determination of the content to be generated of all participating organizational units for each touchpoint

Concept & Implementation International Prospect Management

Concept and implementation of a central lead platform including e-mail nurturing campaigns.

Project scope

  • Define event specific CRM processes per event together with the business departments and the corresponding markets
  • Define KPIs to monitor process- and campaign performance
  • Concept for implementation of global system support structure
  • Coordinate setup and operations structure for global prospect database
  • Setup of multi-level prospect nurturing email campaigns for automated forwarding of prospects to the national subsidiaries
  • Reporting on the recorded prospects as well as on campaign performance