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.
And now: enjoy our blog
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.
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.
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.
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 …
A while ago, a German „Marketing expert“ embarrassed himself by writing about his secret trick to gain more followers on Facebook. His solution: simply buy a few hundred thousand followers, after all, they hardly cost anything.
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.
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?
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.
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.