Digital customer journey management
Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.
Steve Jobs, former Apple CEO
Customers experience an increasingly complex customer journey through an ever more interconnected network of physical, digital and mobile touchpoints with companies. This leads to more transparent information, decision-making and purchasing processes. At the same time, an increasingly digital customer journey becomes more manageable for businesses and allows access to and use of valuable customer data.
diva-e supports you in end-to-end customer journey management. We help you to recognise the value of the customer data generated and to use it profitably:
- Customer-focused audience analysis and segmentation
- Analysis of customer behaviour in the communication, information, decision-making and purchasing processes
- Identification of relevant touchpoints
- Identification of individual customer interaction paths including trigger moments ("Moments of Truth")
- Development of touchpoint management concepts
- Definition of service and content strategies along the touchpoints
- Implementation of end-to-end performance management
Your customer journeys are developed based a well-founded customer analysis; for example, through qualitative interviews and panel surveys. We develop personas for and with you using tools like Empathy Map and Customer Inventory. Using Design Thinking, we consolidate the results as needed and visualise your customer journey using Customer Journey Mapping.
End-to-end customer journey management leads to significant increases in the customer experience along the entire purchasing process. By optimising interaction and integrating all touchpoints, you create synergy effects beyond the touchpoints and lay the foundations for an automated customer journey (marketing automation). Continuous data tracking also provides you with an improved understanding of the customer and simplifies your customer management.
News, references and more
Data-driven marketing and operation optimisation using the Adobe Audience Manager data management platform
diva-e wächst weiter und übernimmt Digital Transformation Group
Datengestützte Analyse und Beratung zu digitalen Transformationsprozessen
E-Commerce Blueprint Vol. 2
Ratgeber mit Strategien zur Digitalisierung indirekter Vertriebsmodelle
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Digital customer journey managementcontext