Customer Experience Management (CEM)

Contacts

Carsten Sørensen

Executive Director

T: +45 5161 7815

M: +45 5161 7815

Stig Porskjær

Director

T: +45 5161 8208

M: +45 5161 8208

Customer focus has become an integral part of business strategies, and the biggest potential for differentiation lies in Customer Experience Management. We guide businesses in creating customer loyalty and financial results.

Getting closer to your customer is far from easy. Our annual CEMindex of Customer Experience Management in 600 Danish companies shows that 68% believe that creating good customer experiences and high customer loyalty is a complicated task. Among the most challenging road blocks are a predominant silo mentality, inside-out thinking and a lack of clear goals.

With our systematic and market-based approach to Customer Experience Management, we can help you turn your costly headache into a profitable customer strategy.

Our services within Customer Experience Management include:

Commercial potential
- balancing customer-oriented initiatives with estimated commercial potential
Customer experience programmes
- benefit-based validation and monitoring of customer initiatives
Customer journey maps
- organisational overview of customer interaction
Customer-oriented business development
- optimising processes in all parts of the organisation that influence customer experience

Touching the customer in the right spots

We estimate the potential in improved customer experience and establish the programmes that can realise the benefits. Next, we draw the customer's journey through your business, identifying your strong and weak spots and helping you prioritise the most influential customer touch points. Finally, we develop processes for every touch point, where we address which buttons to push, e.g. KPIs and training of employees, to form the unique customer experience.

Higher loyalty and improved results

In a research partnership with Copenhagen Business School, we have documented that a 10% increase in Customer Experience Management contributes to a 9% increase in differentiation and a 5% increase in financial results. Your increased insight will lead to higher customer loyalty, a larger share of wallet and improved market results. Better processes will convert into increased efficiency and stronger financial results.

Our experienced consultants have carried out demanding projects for customers such as BMW, Carlsberg, Novozymes and ISS World. For instance, we have advised SAS in a strategic planning of its B2B market communication effort with focus on differentiation, and we have developed a customer club to bring Bayer CropScience closer to farmers and reap the benefits of user-driven innovation.

Related Services

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Get fresh insights

Research paper on Customer experience management and business performance

Get our latest research paper that examines dimensions of Customer Experience Management (CEM) drive business performance in Danish companies. The paper was nominated for a ‘Best Paper Award’.