Consulting & Innovation

Business Consulting

Digital Commercial Excellence (DCX)

From strategy to an integrated and unique experience for your customers

Whether new solutions for your business or your platforms, we develop strategies and concepts based on your actual needs and goals. We always focus on your customers (B2C and B2B) in order to offer specific added value and thus create sustainable growth. Since strategy and technology alone do not guarantee commercial excellence, the empowerment of the organization as well as customer experience management is an essential part of our services.

Your contact person
Frank Mueller
Head of Digital Consulting

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2. Customer Experience Management

  • Marketing Automation Concept

  • Customer Relationship Management (CRM) Concept

Become a digital champion with us

Inspire your customers!

Increasing digitization and the resulting changes in target group behavior are presenting companies with the question of how to deal with these new conditions. Today's "informed buyer" expects target group-oriented business models, wants to be understood, and wants to be properly met at the respective steps of the customer journey.

The digitization of the business model and the sales strategy is therefore becoming increasingly important for the survival of companies in order to meet market requirements and thus remain competitive. The goal here is to offer customers sustainable added value and to operate efficiently at the same time. While many market participants have recognized the need to adapt and are reacting with new strategies, many companies still act according to traditional rules and market understandings. The reasons for this are often a lack of capabilities within their own organization.

As a Transactional Experience Partner (TXP), diva-e supports the digitalization of corporate transactions, focusing on the customer experience that is crucial to success. As a long-term partner, we are at your side, bringing together experts in the fields of digital strategy development and digital performance optimization with a focus on sales and marketing. With our partnership-based and results-oriented consulting approach, we offer you customized solutions to:

  • remain competitive and successful in the long term in a dynamic, digitalized world,

  • understand the digital market, customer insides and trend developments,

  • actively integrate them into your strategic orientation, planning and structures, and

  • successfully steer your organization through the change

Digital Business Strategies

We see a strategic approach as an elementary basis for the success of your platforms and ambitions in digital marketing and sales. A well-defined digital business strategy provides you with a guideline to survive in the market in the long term. It shows how you compare to your competitors and what you need to stay relevant in the future. A strategy can identify trends and opportunities, as well as market changes, and creates a vision and therefore direction for your customers and customer interactions.

Our core competencies in strategy development include building a Digital Commercial Excellence (DCX) strategy or developing an omnichannel strategy. We also offer the option of developing individual strategy elements exclusively (such as a target image) or reviewing existing strategies and aligning implementation projects (such as the construction of a digital platform) with them. When it comes to answering strategic guiding questions and problems in the shortest possible time, our strategy sprints are perfect for you.

Digital Commercial Excellence (DCX)

Developing and implementing a digital customer experience strategy is a future-proof requirement for companies in all industries. With our DCX strategy approach, we identify specific added value for your customers and create sustainable growth for your company.

The basis of a diva-e DCX strategy is the internal analysis of your company's digital maturity and the identification of external needs from the market, competitors, customers and trends. Based on this, we identify new strategic alignment opportunities for your company and analyze business potential as well as potential products and services, which we elaborate in the form of a vision and a target picture (also called DCX target picture). The DCX target picture shows how your company wants to interact with its customers in the future.

To close the gaps between the target picture and the status quo, we define relevant fields of action in which individual measures are identified. For their systematic implementation, we jointly develop a roadmap.

The strategy development is based on our guiding principle of creating a customer-centric business orientation and an integrated customer experience. In combination with the sensitization of your organization to new market and customer requirements, as well as a structured framework for digital initiatives and projects, we create the foundation for a successful digital business.

All components of our DCX strategy can be seen as services in their own right and can be carried out together with diva-e.

Strategy Sprints

The diva-e Strategy Sprint is a pragmatic approach to answering key strategic questions and problems in the shortest possible time - from inquiry and scoping to discussion of the final concept in just a few weeks! In the Strategy Sprint, we focus on the individual company, customer and market requirements, develop a usable strategy and promote its targeted and direct implementation.

In a "platform strategy sprint", for example, we support your company in strategically conceptualizing a sales and/or marketing channel (platform, eco-system, app, websites, etc.) and working it up in an implementation-oriented manner.

Omnichannel Strategy

With the goal of creating a unique seamless cross-channel user experience for your customers, we work with you to develop a strategic concept that links your digital, analog and physical customer touchpoints. In contrast to a multichannel marketing approach, the omnichannel customer journey interlocks the different touchpoints without any breaks. Since all customer- and transaction-relevant data is available to your employees at the various contact points on an equal footing and in a transparent manner, your customers benefit from a seamless experience.

DCX Target Picture

For your marketing and sales success, it is essential not only to develop an apt and concise value proposition, but also to define a future-oriented target. Only companies that pursue a clear strategic direction for their digital activities will remain sustainably successful in the growing digital competition.

The DCX target picture describes an ideal-typical target scenario for your digitization approaches and defines the future strategic and operational design of your commercial division. In workshops and using foresight methods, we work with you to develop your future digital target picture for differentiated alignment and positioning in the market environment.

Organizational Enablement

To make a strategy "come alive" and implement it successfully, organizational enablement is required. Our diva-e Target Operating Model approach serves as a framework to make your company fit for a future-oriented alignment.

Target Operating Model

In addition to a vision and strategy, the successful digitization of your company requires structures that are both clear and variable. With the formulation of a Target Operating Model, TOM for short, we make the requirements from your vision and strategy tangible. By looking at the dimensions of people, and organization & structure, technology & systems, and data and analytics with a focus on marketing and sales, we show how your company should position itself to offer customers added value while operating efficiently.

What sets us apart

As digital strategy consultants, we are lateral thinkers and pioneers. We consciously break out of existing patterns, rules and structures without losing sight of your business success. We think and act on the basis of market and customer benefit, because this drives innovation and ensures your market success.

Market and customer-focused

By using a stringent and proven development approach and new methodologies, we develop customer-specific solutions for your business success.

Tried and tested methodology

We see ourselves as a strategic partner to our clients, bringing creativity, digital expertise and entrepreneurial know-how to bear in a unique way.

Consulting at eye level

As a leading transactional experience partner with more than 900 employees in 10 locations, we are a strong implementation partner with a focus on results.

Implementation-oriented Transactional Experience Partner (TXP)

Our top references

Determine your digital maturity now (German only)

With diva-e's own Digital Maturity Analysis Tool, we offer you the opportunity to quickly and easily determine the status quo of your digital maturity. At the same time, the tool is the starting point for targeted digitization.

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