Customer Centricity Consulting
We are the leading consultancy on the topic of Customer Centricity.
Customer Centricity is unfortunately often confused with customer experience or customer relationship management in practice. However, it is not enough to define exciting or as simple as possible experiences. It is essential to ensure the company’s adaptability to changes in customer purchasing behavior. As a specialized consultancy in customer orientation, we have the tools and experience to successfully support you in your transformation. Improving customer orientation is worth it!
Our goal is to ensure that you make decisions based on customer information to increase both the value for customers and the value for the company. Changes in your company should be made systematically and purposefully based on customer information. Our distinctive strength lies in the integrated understanding of data, technology, and business. Additionally, we support you in integrating your customers more strongly into value creation. This way, you save costs and achieve significantly more customer-oriented results. Our customer orientation consultancy is well-founded and has been successfully applied in numerous industries and companies.
Do you want to improve your customer centricity?
No matter at what maturity level your company’s customer orientation is, with our systematic approach, we help you identify the potential and show you how to unlock it.
Are you planning to improve your customer orientation strategically? Then you are exactly in the right place with us!
This is how we work together
Step 1
Analysis of your customer centricity
Based on our DTC consulting approach, the first step is to analyze the strengths and weaknesses of your customer orientation. Then, we create an overview of the existing potential. The focus is on the customer-firm value in terms of value creation for both the customers and your company.
Step 2
Co-Creation
In the second step, we use co-creation with customers to critically evaluate the analyses. Additionally, we test initial ideas for improving customer orientation. This ensures that your company keeps the value for customers in focus.
Step 3
Roadmap und Playbook
Based on the overall overview using the Customer Centricity Canvas, an initial roadmap and playbook are developed in coordination with you. Improving customer orientation also means defining growth and profit goals. The focus is on customer value-based decision-making and a customer-centric transformation. Potential obstacles to improving customer orientation (e.g., beliefs) are systematically identified, and an initial lighthouse project is defined.
Step 4
Transformation
As part of the implementation, we support you in the transformation process and in adapting customer management. It is very helpful that you can refer to our book, studies, and videos for training purposes.
