Customer Journey – get to know your customers

The age of information has made customers more independent and informed than ever. They do product research on their own and choose the products, channels and information that they want and need. Companies need to take this new customer behavior into account when they create content, experiences and solutions that fit the customers’ world.

Customer journey management (CJM) offers you the opportunity to get the right content at the right time on the right channels to your ideal customers. With customer journey mapping you are prepared when your customer chooses when, how and who to contact you to make a decision.

The ec4u blog informs

– The difference between customer relationship management (CRM) and CJM and why the former is not measuring up to the latter.

– Find out how you can create meaningful touchpoints that offer great service, content and a personal touch.

– What part does digitalization play on your road to CJM?

Our whitepaper “Guide to Customer Journey” will give an introduction to the advantages, tools and examples how to implement the perfect customer journey management.

Whether you want to know about journey mapping, buyer persona-definition or the necessary change management – our consultants have you covered.

Find out more

And now: enjoy our blog

what trends 2018 do our experts predict?

Our experts talk about the digital trends 2018

Which trends had an impact on marketing, sales and service circles and touched customer journey management as well as digitalization? And which trend could be a force to be reckoned with this year? Our experts across different business units, teams and fields of expertise opened up about the big trends of 2017 and what’s to […]

Only if business unites merge will they get the whole picture

3 reasons to merge your business units

When it comes to data, most companies plan to open up their so called “data silos” and create one singular data base. But for a real transformation, employees need to come together, too.

20 customer journey studies

20 customer journey studies and best practices

Customer journey management is not just a new buzzword for CRM but instead creates processes that are customer-centric. How does it work, what do you need and what can your company gain?  

Channel and touchpoints: how do they relate to each other?

Touchpoints and channels: know the difference

To create the perfect customer journey, you need to define, identify and structure all necessary elements. Especially touchpoints and channels are crucial but tend to get mixed up when it comes to customer journey mapping.

customer journey management study: how do German companies fare?

ec4u study about Customer Journey Management in German companies

What is the status quo regarding customer journey management (CJM) in German companies? We asked 188 experts and leaders from companies across all industries. The result: CJM is relevant but not yet a priority.

Trends 2017: what drives customer experience in the future?

What are the biggest trends in marketing, sales and service for 2017? Instead of asking tarot cards, fortune tellers or the stars, I turned to my colleagues and received some interesting answers and outlooks.

Telecommunications in the future - giving a face to customer's needs

Telecommunications – an interview

Ralf Kalmes is Director Professional Services at ec4u expert consulting ag and responsible for the telecommunications business. He has been with ec4u for 11 years already. We asked him some questions about this topic.

Modern CRM connects people with digital means

CRM vs. Customer Journey – an interview

Jens Treuner is working as a Managing Consultant with ec4u expert consulting ag in Karlsruhe. Most of the time, he works on customer projects with renowned enterprises from Germany and Switzerland, helping them with digitization and CRM projects. We asked him some questions about this topic.

Optimizing the Customer Journey in an Example of a Supermarket Queue

Whether you do your weekly grocery shopping or go on the daily hunt for fresh fruit and vegetables, or simply need a beverage for a trip – eventually, everyone ends up in the supermarket queue. And the only thing to do there is: waiting. In a survey, 2,000 Americans were questioned and 88% of them […]

Customer Journey

Customer Journey Management – an Interview

Delphine Arvengas is Principal Consultant with ec4u and part of the Digital Enterprise Consultants team which drives Customer Journey Management within the company. We asked her some questions about this topic.