How do I set up a customer-centric strategy?

Your challenges

• Profitability is stagnating despite high investments in sales and marketing. There are difficulties in meeting customers' needs and expectations and in achieving a differentiating positioning in the market.
• Incoming orders are declining, and market preferences are changing. The company runs the risk of losing market share in the long term if it does not respond better to its customers' needs.
• Declining customer satisfaction leads to customer attrition among existing customers and can have a negative impact on a company's image.

How do I best understand my customers? 

Your challenges

• The channels through which customers interact with your company have changed due to new digital technologies.
• A standardized way of addressing customers is no longer enough, because customers expect personalized interactions.
• A more competitive environment has made sustainable customer engagement essential.

How can I market and sell my digital products? 

Your challenges

• The speed at which trends in digital sales are changing is challenging and you lack an overview of the existing technologies and platforms that are suitable for you.
• The evaluation and performance of new channels that current and future customers use to learn about and buy digital products and services is complex and difficult to predict.

How should I respond to customer feedback?  

Your challenges

• Although your company collects feedback from customers to understand their needs and expectations, you struggle to turn the insights into concrete actions.
• Your company is striving to establish a key performance indicator (KPI) to measure customer satisfaction that can be applied to all of your national subsidiaries. However, the question arises as to which specific KPIs are suitable for mapping the customer's perspective and thus ensure a conclusive measurement of customer satisfaction.

Read more about Customer Satisfaction

How do I most effectively use digital technologies to improve customer loyalty?

Your challenges

• The relevance of the use of digital technologies has increased enormously as seen in all of the past and current crises. This is shown by numerous projects and studies (e.g., Lünendonk 2022: The Market for Digital Experience Service in Germany).
• Digital technologies offer your company the opportunity to better present complex products to target groups through visual technologies (AR, VR, Metaverse), but also to collaborate with them more efficiently and create transparency.
• You have initial ideas for cross-selling and upselling smart products and services. However, you lack a sound strategic approach.