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

Challenge

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.

Service

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

 

Methodology

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.

Benefit

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.

Edeka

Product: Online Marketplace

Online marketplace for groceries: We are creating an adaptable platform for the retail giant EDEKA Nord.

FC Bayern Munich

Product: Online Presence

Digital Champions League: The German championship record holder wows fans worldwide with tailor-made digital experiences.

dmTECH

Product: Online Shops & Platform

diva-e and dmTECh set new standards in software development and digital consulting.

Go Pro

Product: Point of Sales App

Action at the Point of Sale: With the action camera manufacturer's POS app, we simplify the customer journey to the right product bundle. 

A.T.U.

Product: SEA Performance

On the road to success: The automotive market leader relies on our high-performance technology for optimal SEA performance.

Postbank

Product: Knowledge Portal

With Postbank’s theme worlds, we turn understanding finance into a personal customer experience.

Schott

Product: Online Shop

Unique ordering experience: Working with the world market leader for glass, we are re-imagining B2B with their online platform.

Hekatron

Product: IoT Platform

Fire alarm via the cloud: We connect thousands of devices via an IoT platform, digitising the fire protection professional’s business.

Klöckner & Co

Product: International B2B platform

diva-e guides steel giant Klöckner through digitalisation and realizes online shops with marketplace function.

Our
partners

We want to create great things together. That's why we work together with world-leading technology partners. Our partnerships make us an even stronger partner for you: Together with the best in the market, we set new standards. Every day.

Read more about our partners