Revenue growth
Productivity gain
Profit growth
Investments in customer experience are meant to help you differentiate from the competition beyond the offering itself. It can be observed that, so far, only a few companies have succeeded in differentiating through the customer experience — partly because customer experience management is understood less as an option for differentiation and more as the elimination of hurdles. Our customer experience consulting aims to increase customer value on the basis of differentiation. The recommendations therefore aim not only to give customers a 'great' experience, but to make investments in such a way that customer value also rises as a result of those experiences. With us, you gain transparency about the composition of your target groups through the data-based analysis of customer information, user behaviour and customer journeys. On this basis, we advise you on building a customer experience with which you can reach your target groups in a context-relevant way and retain them over the long term.
CustomersX's international network is distinguished by comprehensive know-how. From leading experts in strategy and brand development, to specialists in customer experience management, to experienced change-makers; from experts in advanced digital technologies to data-protection professionals: for a truly end-to-end CX transformation, CustomersX offers the multidisciplinary line-up required. Numerous companies across different industries rely on our support in customer experience management.
Whatever stage of maturity your CRM is at, our systematic approach helps you identify the CRM potential and shows you how to unlock it.
Are you planning to introduce a CRM, or already thinking about expanding or replacing an existing system? Then you're in exactly the right place.
We analyse your entire customer journey along the buying process and identify optimisation potential at all relevant touchpoints. We assess touchpoint performance, measure customer effort as well as customer delight, and create a sound basis for targeted improvements.
We develop a clear customer experience strategy that defines your desired customer experience and makes it measurable. Together we set target systems and develop a structured implementation logic to anchor CX sustainably within the company.
We support you with the operational implementation of your CX initiatives. Through training, the removal of internal barriers and silos, the optimisation of touchpoints and the implementation of suitable IT tools, we ensure effective and sustainable implementation.
We make customer experiences measurable and manageable. With systematic measurement of the customer experience, the implementation of a structured voice-of-customer system, and clear roadmaps and playbooks, we create transparency and continuous improvement.
Atmosphere
Technology
Communication
Process elements
Employee–customer interaction
Offer interaction elements
Analysing your starting situation
Based on our DTC consulting approach, your existing customer-relationship-management concept is analysed in a first step. Through conversations and workshops, an overall overview is created of the intended customer-relationship management, the objectives, the users' competencies, the technical infrastructure and the existing budget.
Customer-relationship concept
Based on the jointly developed overall overview, customer-relationship management is adapted. Growth goals are defined for improving customer acquisition and increasing customer value. Efficiency goals are also determined, based on the possibilities for automating processes. The current AI support options are likewise critically examined for their added value. Finally, a roadmap for implementation is created.
Selecting CRM software
The overall overview and the customer-relationship concept serve as the basis for selecting the optimal CRM software. Here, a marketing-automation software, or the use of two different systems, may be optimal for you. Whatever it is, our team connects your applications with one another, giving you an individual solution approach.
Implementation
As part of the implementation, we secure the technical integration for you. A central element is the optimal configuration, especially regarding the customer data fields. It's also important to establish the most powerful automation possible. We also take care of training your employees. Our extensive experience in sales, Sales Excellence and training supports your employees' successful use of the chosen applications.
CustomersX is a Swiss B2B management consultancy specialising in CRM, pricing and sales. We work with mid-sized companies that want to grow profitably — with clear focus, real data and measurable results. No standard framework. No theory. Only what actually works in your company.
We identify where you're losing revenue — and build the commercial infrastructure to win it back. Whether it's CRM logic, pricing architecture or sales performance, we work directly with your data and processes. The result is growth that is measurable and repeatable.
