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Customer Experience Management

Create positive customer experiences

Reach your customers despite of all the challenges you may fac

You can lose customers faster online than anywhere else. Online customers have more power than other customers do. The next better, cheaper or faster offer online is only a click away. On the other hand, soft and emotional factors such as trust, loyalty and passion often deliver the most important competitive edge.

Companies that want to impress their customers should apply customer experience management (CEM) concepts and tools. Here is why: in order to stand out in light of the mass of information being received by consumers, it is critical for companies to reach customers through unique, personalised communication in both digital and analogue form. To truly shine when it comes to these ‘soft’ factors, however, you have to work with hard data. After all, you cannot use data to identify trends and relevant issues unless it is as complete and up-to-date as possible and covers a large number of individual customers.

adesso’s customer experience management portfolio

At adesso, customer experience management consists of three service modules. We combine expertise in consulting with (creative) agency services and in-depth technology know-how to develop strategies and viable concepts tailored to your business.

Selected References

Successful projects – satisfied customers

The excerpt from our references gives you an insight into our day-to-day work and the various projects we implement to help our customers streamline their business processes and make them more efficient using modern technologies.

An overview of our services

Sales

Digitalise your customer relationships

Understand the wishes of your customers precisely and be quick to recognise trends: Having an operational CRM in sales allows you to access all available and relevant data at any time plus perfect cooperation in sales. We are here to support you with this.

Service

Build relationships with your customers – AI helps to nurture them

Providing a professional service helps you achieve long-term customer satisfaction. An operational CRM allows extensive and context-related data to be retrieved, which means that your service teams can react quickly and flexibly to enquiries and requests.

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Marketing

Address your customers in a targeted way – personalised and across channels

Use marketing automation and customer engagement to reach your customers with personalised offers across multiple channels. Get to know your target groups better and create unique experiences along the entire customer journey.

Commerce

Create unique brand and shopping experiences

Create an ideal shopping experience for your customers by optimising buying processes and making your services available regardless of the channel. Use a suitable e-commerce platform for B2B and/or B2C.

Customer data

Reach your customers with a 360° view

Use centrally collected and stored data to analyse, automate and manage all interactions with your customers. This way you can understand exactly what your target group wants, derive trends in good time and optimise your marketing sustainably in terms of ROI.

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Field Service Management

The place where the magic of the customer experience happens

We support you in developing and implementing a distinctive customer experience through field service management. Get in touch with us.

CXM in customer service

Building customer loyalty with customer experience management

We support you in orchestrating all service-relevant channels, customer data and processes in a modern agent workplace. Get in touch with us.

Effective customer experience management

Leverage data to achieve the best possible customer experience

Customer experience management (CXM) and customer relationship management (CRM) are closely intertwined. One of the standard tasks of a CRM system is

to collect, evaluate and process data. These are the foundations on which customer experience management initiatives are built. The key tasks of CXM consist of identifying prospective customers in the digital space, recording their activities and analysing their behaviour. This data is then used to reach them at every relevant touchpoint with just the right content. A company can optimally coordinate its online and offline sales processes by implementing a customer experience management platform and linking this to its CRM system.

Having a central database is one of the keys to success here. This turns out to be the main obstacle at a company, since individual departments all too often work with their own data. This means that it is difficult, if not impossible, to gain a comprehensive view of customers. All CXM and CRM activities must use a central platform where all data is consolidated. This is the only way to ensure that the data can be fully evaluated and that no information is lost.

Our technology partners

Key success criteria to ensure best-in-class solutions are strategic partnerships with technology suppliers and the certification of our solutions by major market partners. adesso works with all leading providers on the market on a basis of trust and has the highest level of certification with almost all technology partners. Our customers benefit from the technical advancements of our partners and our excellent cooperation.

Do you have any questions?

A key input for any CXM and CRM project is the definition of a medium to long-term roadmap that clearly articulates the vision, strategy and goals in terms of customer centricity. Feel free to contact us!

Business Unit Lead CX Solutioning Thomas Reimer +49 40 401841-00 cxm@adesso.de

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