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. It’s no longer the product that should be the center of attention but the customer whose needs, wants and problems shape how you present your products and services.

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 the right methods and tools, you can create journeys throughout all lifecycle phases from the first touchpoint to the last. Get to know your customers better by creating personas, find out how customers see your processes with customer journey mapping and create content that excites, informs and helps your customers on their way to success.

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?

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

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And now: enjoy our blog

People putting their fists together in a team gesture

The cultural and digital transformation also impacts the behavior of B2B customers. If we look at current studies and how B2B customers act throughout their buying cycle it shows: times have changed.

Jumping measure

Benchmarks are popular tools to adapt and optimize processes, systems and methods. What are other companies doing, what are current trends and what works? But if you lose sight of your own customer base and only concentrate on benchmarks, you might get lost in the hype.

Heart with a band aid

“Nobody is perfect”, “honest mistakes” and the new culture of celebrating failures – it’s normal that something goes wrong, even on a customer journey. A well-executed and heartfelt apology can not only mend things but even strengthen relationships.

Amazon Books Store

Amazon and other online retailers are apparently responsible for the dwindling numbers of stationary customers. But is this really true and are “classical” stores really struggling?

Wallet, glass of water and a watch on a table

Since marketing for existing customers is gaining more importance and methods like account-based marketing see each B2B-customer as a single market, it’s time to look at market shares in detail.

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new year

Our experts present the big topics of 2019 and why they matter for your company.

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Tablet fotografiert Bücherregal

With the invention of the printing press in Europe in the 14th century (and the much earlier inventions in China), a new age of enlightenment and information was born. The digital transformation works in similar ways: It has never been easier to obtain information on your own.

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Gelbe Zitronen und eine Zitrone mit pinkem Fruchtfleisch

A recent study by Accenture shows that customers prefer individual suggestions and experiences over a vast product selection. Quite a few companies need to take this to heart.

Mind the Gap notification on the floor of a train station

To excite leads and customers on their journey, companies need to know when and where important touchpoints are. But not every touchpoint that is important to the customer is easy to identify.

what trends 2018 do our experts predict?

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 …

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