Customer Touchpoint Management

Customer

International testing service provider

Project

Customer Touchpoint Management

Power range

Marketing & Sales Consulting

Description

Task

Optimization of customer touchpoints to guide customers more successfully through the customer journey.

  • Extensively capture, document, and prioritize all touchpoints across all phases of the customer journey.
  • Evaluation of touchpoints by customers and non-customers to identify optimization potential.
  • Analysis of customer requirements in the relevant touchpoints to select performance features that increase customer satisfaction and delight customers.
  • Identification of more than 40 relevant touchpoints to the customer.
  • Evaluation of 21 prioritized touchpoints by customers and non-customers.

Result

  • Identification and prioritization of 29 performance attributes at touchpoints and evaluation from customer and non-customer perspectives.
  • Optimization concept with concrete starting points for measures to increase customer satisfaction.
  • Identification
    of enthusiasm features as well as cost saving potentials through
    Focusing on services that actually contribute to customer satisfaction
    Contribute.
  • Clear prioritization of all measures: Quick wins, short- and medium-term investment recommendations.

Main focus

  • Customer Relationship
  • Marketing & Sales Consulting
  • Taking over the management of customer touchpoints

Your contact

Torsten Kiesslich

Board of Directors

UGW AG

References from the same area

Price & Conditions Management

Prices and conditions have the greatest influence on the earnings situation of companies compared to many other variables. Pricing policy decisions are particularly significant because they affect both the volume and a value component of sales. Thus, wrong decisions in setting the price can lead to serious profit losses.

Read more

Price & Conditions Management

Prices and conditions have the greatest influence on the earnings situation of companies compared to many other variables. Pricing policy decisions are particularly significant because they affect both the volume and a value component of sales. Thus, wrong decisions in setting the price can lead to serious profit losses.

Read more