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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

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

Always the perfect solution for your industry

  • Building customer loyalty with customer experience management

    Energy industry

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

  • Data-driven strategies for household appliance manufacturers

    Domestic appliance manufacturer

    Discover how you can use cutting-edge technology and data-driven innovation to understand your customers' needs in real time and adapt quickly to changing market requirements. Read more

  • CXM for the manufacturing industry Customer satisfaction in production

    Manufacturing Industry

    To ensure a smooth customer experience and high service quality, companies need to invest more in improving their service. adesso supports you on this path. Read more

  • We enable compliant customer experiences

    Pharmaceutical and OTC markets

    Pharmaceutical companies struggle with data silos, fragmented customer journeys and strict regulations. A holistic approach optimises processes, strengthens trust and creates relevant, tailored customer experiences. Read more

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!

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