Sales& Customer Experience
What it covers
How do we win customers and deliver on our promise every day?
We examine the journey from first contact through the proposal to the ongoing customer relationship. Together, we connect sales processes, CRM, customer communication and post-sale customer success, clarify handovers and build a shared view of customers and cases. The result is transparent sales processes, reliable customer data and a consistent experience across channels.
When companies bring us in
- Leads and proposals stall between sales and service, and ownership is unclear.
- Customer data sits in several systems, and each channel sees only part of the case.
- Invoices, contracts and customer letters need manual rework, and templates are maintained in several places.
From touchpoint to system
We look at a service the way people experience it and work back from there to processes and systems. This order keeps a tool from defining the organisation.
Capture the experience
We follow customer journeys from first contact through proposal and purchase to service. This shows where prospects drop off and customers need to follow up.
Map the blueprint
We lay touchpoints, back-office workflows and the systems involved on top of one another. The resulting service blueprint shows which handover causes which friction.
Define the service model
Services, channels, ownership and service levels are defined in binding terms. The result is a service model that business teams and IT both stand behind.
Align the systems
CRM, sales systems and customer communication are aligned with the customer journey. This produces requirements for data, interfaces and, where needed, system selection.
Measure the effect
A small set of measures from the user and operations perspective shows whether improvements take hold. They determine the next prioritised set of improvements.
Services in this area
Explore all servicesCRM & Sales Processes
How does a prospect become a customer without information getting lost along the way?
- Sales process with stages, handovers and owners
- CRM target picture, data model and selection criteria
- Integration concept for ERP, quoting and marketing
- Adoption plan with measures for usage and data quality
Customer Experience
How do customers experience your company across channels?
- Customer journey and touchpoint analysis
- Service blueprint with prioritised friction points
- Channel model with ownership and service levels
- Output management: templates, approval and delivery channels
Customer Success
How do we make sure customers achieve the value we promised?
- Customer success model with segments and engagement levels
- Onboarding process and handover from sales
- Health score with early warning signals and actions
- Renewal and expansion process with measures
