Many goals, one concept: Customer Centricity.
Customer Centricity.
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We believe that Customer Centricity, i.e. the consistent focus of a company on its customers, is the key to one of the most important corporate goals: profitable customer management. This means doing justice to its customers without losing sight of profitability. This goal is becoming increasingly difficult to achieve due to fundamentally changing customer behavior as well as rapid digitization and the associated interchangeability of products and companies – whether in the B2C or B2B sector.
One thing experience shows us is that customer loyalty is changing worldwide. Loyalty of the future no longer consists of simply collecting and redeeming points, but success lies in intrinsic ecosystems in which customers are mainly encouraged to buy through individualized products, services and content.
For this reason, we consistently place the customer at the center of our clients’ entrepreneurial activities and thus put existing business models, organization, processes, and CRM and loyalty solutions to the test. All with the aim of constantly retaining the increasingly demanding customer through an optimal customer experience as well as offers and services that are suitable at all times. Profitable customer management means acting individually and customer value-oriented across all contact points. Customer data and its translation into customer insights and measures that can be used throughout the company are indispensable for this.
Our approach is to preserve corporate values while integrating new digital and data-driven strategies and business models. In doing so, our clients trust us with everything from the analysis of customer needs, the design of the optimal omni-channel journey, the development of future-proof loyalty approaches to the selection of the necessary CRM systems. With these customer-centric concepts, we can reduce churn rates, improve NPS per touchpoint, increase revenue and consistently build customer loyalty.
It’s just a matter of listening – because the customer says anew every day what he wants and what he doesn’t want.
We believe that companies are only able to grow sustainably if they consistently acquire profitable new customers and retain them permanently. In a world in which switching to a competitor is often just a click away, it is essential to align products, services and marketing in such a way that they address not only the needs of existing customers, but also those of people that are no customers yet. The prerequisite for this is to identify the needs of competitive customers along the entire customer journey, to separate the profitable target customers from the non-profitable ones, and to focus part of the sales and marketing activities on winning these customers.
Two essential prerequisites must be met for this: Firstly, gaining in-depth knowledge of competitive customers their interpretation and deriving suitable action measures. Secondly, the company’s communications strategy and media planning must be geared to addressing and winning new customers.
We offer our clients a customizable method for investigating the usage behavior, loyalty, and expectations of customers along the customer journey – at their own company, but also at competitors. Needs and expectations of customers who are willing to change can be identified in a targeted manner and translated into corresponding instructions for action in various departments.
In the B2B environment, the agile introduction of professional lead management and sales automation processes and systems also plays a crucial role in achieving lasting success in the acquisition of new customers. We do not focus on the system as such, but rather define the future processes and the resulting system requirements together with our clients.
We believe that the age of digitalization has many faces: Digitality, digital transformation, digital culture, digital revolution, digital innovation, digital business modeling, digital experience, and, and, and …
No matter what challenge you have to face, with Envolved you do not focus on digitalization as a mere technology, but on the people – and thus the customers of your company. We can do this digitally, analogously, individually or even better together – omni-channel.
In this way, we help companies not to become victims of digitization, but to use it profitably – in services and performances that are consistently aligned with customer needs.
Because today, the best user experience, the best digital service is often more relevant for the customer than the physical core product. This paradigm shift requires companies to achieve results faster and more directly and to generate added value. Using Minimum Viable Product (MVPs), digital products are developed as services in an agile manner, customer feedback is implemented and these are scaled incrementally, continuously. An agile mindset is the essential basis for digital maturity and thus the future viability of every company.
This is exactly where we enable you: to better understand your own customers and to master the challenging balancing act between agility and stability in the continuous digital transformation within your own organization.
The availability and use of high-quality customer data by companies will have an even greater impact on the companies own market capitalization in the future. The most highly valued companies today are often those that have succeeded in positioning themselves in a customer-centric way and aligning their business model to the possession and use of high-quality customer data.
The prerequisite for this is to treat customer data like a fine wine, to cherish and care for it, and to realize that its quality, and thus its value to the company, is constantly increasing. But simply owning the data is not enough to support constant growth. It is important to derive the right growth strategy and implement it successfully in the company, to increase opportunities that arise to expand one’s own field of business and one’s own possibilities by acquiring companies or bringing in solvent investors.
Therefore, in addition to our expertise in customer-centric business management, we also offer our clients targeted support in the development of individual growth strategies and value creation processes. We have a special expertise in the valuation of companies’ customer data as well as in the development of growth strategies and ideas on how to capitalize existing customer data in a sustainable way and in accordance with the respective legal parameters. Upon request, we provide support in the search for suitable investors, cooperation partners or companies for strategic acquisitions.