Our consulting model concentrates solution competencies from strategy, organization, process and technology consulting
We are the specialists for customer experience issues and challenges. We develop valuable and efficient solutions for customer relationship management in marketing, sales and service.
We provide advice alongside the entire customer life cycle and this across the areas of marketing, sales and service. We offer answers to questions about your customer experience, of which there may be many varied types. The focus for us is the task of generating positive business effects for your company – from growth to cost efficiency. But strategy is merely one element of project success. We go further with our proposed solution: to effective realization, transforming organizational units and into process and system architecture.
In our experience the opportunities for up and cross selling are strongly influenced by customer satisfaction. If basic service adds up and the company is a trusted partner for the customer, a customer service unit can differentiate itself by creating added value for the customer and for its company at the same time. This enables the entire power of good customer service to also be useful for sales.
If requested, we will take on temporary management or expert positions at your company in your marketing, sales and service unit. The focus here would be on your customer relationship management. We perform these functions until you can fill these positions yourself or until project completion. Your advantage: you benefit from experts with long-term management and line position experience in marketing, sales and customer care. Simply request the required expertise – we carefully consider our in-house skills and then find the right specialists for you.
Operating contact centers requires intensive experience and technical specialist knowledge. At the same time an increasing number of clients want to make customer service tasks more flexible by outsourcing through third parties. We consider an outsourced contact center operation, which is however, closely interlocked with the client, to be the best possibility to unify the client’s product and market knowledge with the service provider’s service and sales competence. We therefore offer our clients who request it, to operate their customer service and contact center as an external service provider, while these operations would remain as if they were still company-owned ones. Closely interlocking processes and procedures ensure the best possible service quality, for which both partners contribute their relevant knowledge.
Based on our experience in the areas of customer experience, customer relationship management and customer care, we have developed special consulting modules. These help our clients to recognize deficiencies and to develop optimizing concepts to improve customer satisfaction or experience. A standardized individual module structure enables us to operate with care in terms of time and resources and to generate maximum results with minimal costs.