dotSource - your digital agencydotSource - your digital agency
← back
  • Home
  • ServicesServices
    • ÜbersichtÜbersichtServices
    • Know HowKnow HowDigital Consulting
    • Remote BusinessRemote BusinessRemote Business
    • E-CommerceE-CommerceE-Commerce
    • Starke MarkenStarke MarkenContent Management
    • DatenmanagementDatenmanagementPIM, MDM & DAM
    • Vertrieb und MarketingVertrieb und MarketingCRM, Sales & Service
    • Marketing AutomationMarketing AutomationMarketing Automation
    • Digitale KampagnenDigitale KampagnenDigital Marketing
    • User-Experience-DesignUser-Experience-DesignUX Design & Usability
    • Brand ExperienceBrand ExperienceBrand Experience
    • IT Cloud ServicesIT Cloud ServicesCloud Services
    • Data-Driven BusinessData-Driven BusinessData-Driven Business with BI & AI
  • SolutionsSolutions
    • Solutions
    • SAP
    • Salesforce
    • Adobe
    • commercetools
    • Magento
    • Shopware
    • Intershop
    • Coveo
    • MuleSoft
    • FirstSpirit
    • Magnolia
    • TYPO3
    • Contentful
    • Bloomreach
    • Frontastic
    • Stibo Systems
    • Contentserv
    • Akeneo
    • CELUM
    • Zoom
    • Microsoft Teams
  • IndustriesIndustries
    • Industries
    • AgricultureAgricultureAgriculture
    • Construction BuildingConstruction BuildingConstruction & Building
    • Trade FairsTrade FairsTrade Fairs
    • PharmacyPharmacyPharmacy
    • Consumer GoodsConsumer GoodsConsumer Goods
    • IndustryIndustryIndustry
    • RetailRetailRetail
    • WholesaleWholesaleWholesale
  • AgencyAgency
    • ÜbersichtÜbersichtOverview
    • Management und TeamManagement und TeamManagement and team
    • EinblickeEinblickeInsights
    • Vision und MissionVision und MissionVision and mission
    • PressePressePress
    • Soziale VerantwortungSoziale VerantwortungSocial Responsibility
    • Handelskraft KonferenzHandelskraft KonferenzHandelskraft 2020
    • PartnerPartnerPartners
  • ReferencesReferences
    • ÜbersichtÜbersichtOverview
    • KundenKundenClients
    • Case StudiesCase StudiesSuccess Stories
  • Media CentreMedia Centre
    • PressePressePublikationen
    • Case StudiesCase StudiesSuccess Stories
    • WebinareWebinareWebinare
  • Career
  • Handelskraft
  • DE
  • EN

You are here:

  1. Home
  2. Services
  3. Customer Relationship Management
  4. CRM Strategy

CRM Strategy

The selection and integration of a new CRM system alone does not make your customer relationship management successful. We support you in developing a customer-centric CRM strategy and integrating it as an inherent part of your business model.

Customer First as a Strategy

Our current »Selecting Customer Relationship Management Software« white paper shows how customer focus in B2B and B2C has to be lived in terms of strategy, systems and operational aspects in order to increase customer loyalty and thus the success of your company.

Download here

CRM Strategy for the Integration and Optimisation of Internal Processes in

  • lead management
  • opportunity management
  • bid and order management
  • campaign management
  • customer service and
  • after-sales support

Establishing CRM as a Mindset

Strategy, selection and implementation are closely linked processes that are crucial to the success of your CRM project on the one hand and to the establishment of CRM as a mindset in your company on the other hand.

We help you to successfully complete these groundbreaking projects from a technological perspective as well as to think ahead, develop and, above all, implement internal processes and structures across departments.

Contact us now!

We support you with the following services:

  • Analysis of processes, markets, customers and competitors
  • Design and implementation of operational measures in marketing, sales and service
  • Development and implementation of customer-centric, cross-channel digital strategies for:
    • integrated omnichannel marketing
    • effective service management
    • increased sales efficiency

Developing and Implementing a CRM Strategy

 

Customer Centricity as a Basis

Customer focus should be deeply anchored in your corporate strategy. Whether marketing, sales or service – the customer is at the centre of all decisions to be made. Together with you we will develop the right strategy which helps you to systematically maintain, expand and digitally design your customer relationships through targeted and personalised customer focus. After all, you do not secure the privilege of »customer loyalty« primarily through your range of products and services, a promise of quality or even the price. You obtain this competitive advantage by looking at customers holistically as well as addressing and supporting them based on well-maintained and centrally available data.

 

Design Thinking as an Approach

When creating your CRM strategy, we work together closely from the very first idea. Our approach relies on new work and agile methodologies such as scrum and design thinking. Using these innovative approaches, we will find solutions together, even for complex challenges.

Design thinking is particularly suitable for creating personas, customer journeys and use cases. It is also a very helpful method to develop processes that you derive for your company.

 

Personas, Customer Journeys and Use Cases as a Means of Orientation

By creating personas, customer journeys and use cases, you are optimally prepared for the system selection process. It is not about filtering out the provider with the widest range of functions, but rather the provider that can best map your company-specific use cases as a whole.

Therefore, it is all the more important that your CRM strategy is based on the factors listed below.

Personas

describe hypothetical customers who represent a target group through typical characteristics and user behaviour. Personas help your employees to better empathise with target groups, thus ensuring targeted, personalised customer support along the entire customer journey.

Customer Journeys

represent all contact points personas have with your company, starting with the moment they become aware of your company (attention). The customer journey then describes the way in which the personas’ interest is aroused or even intensified (interest) as well as the point at which they contact your company if they have questions or requests (desire). It ends with the potential purchase (action) and the subsequent marketing, sales and service processes that are aimed at creating personalised customer experiences (retention).

Use Cases

map the status quo, plans and goals of your company based on the personas created and their customer journeys in a holistic and solution-oriented way. These use cases will play a crucial role in the CRM system selection process because they will help you find the provider and the solution that suit your strategy and pave the way for effective and future-proof CRM through successful implementation.

Our References in the Field of CRM Strategy and Design

Thüringer-Aufbaubank
Reno Schuhe
Messe Friedrichshafen
Second IT
  1. CRM Strategy
  2. CRM Strategy for the Integration and Optimisation of Internal Processes in
  3. Establishing CRM as a Mindset
  4. Developing and Implementing a CRM Strategy
  5. Personas, Customer Journeys and Use Cases as a Means of Orientation
  6. Our References in the Field of CRM Strategy and Design
  7. Contact
  8. Exclusively for retailers, manufacturers and publishers: request the white paper now!
bevh Business Partner greybevh Business Partner color
Logo BVDW Trusted AgencyLogo BVDW Trusted Agency
commercetools Partner Logo greycommercetools Partner Logo color
Contentserv Logo greycontentserv Logo
e-Spirit Logo greye-Spirit Logo
Google Partner Logo greyGoogle Partner Logo
IBM Business Partner Logo greyIBM Business Partner Logo
K5 Liga Logo greyK5 Liga Logo color
Magento Logo greyMagento Logo color
Salesforce LogoSalesforce Logo
SAP Hybris grey LogoSAP Hybris blue Logo
shopware Logo greyShopware Logo
Adobe Business Solution Partner greyAdobe Business Solution Partner color
Stibo Systems Logo greyStibo Systems Logo
Typo 3 Logo greyTypo 3 Logo
Magnolia LogoMagnolia Logo
Akeneo LogoAkeneo Logo

More Information

  • System Selection
  • E-Commerce Consulting & Strategy
  • User Experience Design
  • Magento
  • Intershop
  • SAP Hybris Commerce
  • Salesforce Commerce Cloud
  • Salesforce CRM​​​
  • Google AdWords
  • Online Shop Search Engine Optimisation
  • Newsletter & E-Mail Marketing
  • Conversion Optimisation
  • Product Information Management (PIM)
  • Content Management
  • Customer Relationship Management (CRM)
  • E-Commerce Training

More from dotSource

  • Partners
  • Digital Business School
  • Labs
  • Handelskraft

Locations

Head Office Jena

Goethestraße 1

07743 Jena, Germany

T +49 3641 797 9000

F +49 3641 797 9099

office-jena(at)dotsource.com

Office Berlin

Hardenbergstraße 9

10623 Berlin, Germany

T +49 30 220 122 360

office-berlin(at)dotsource.com

Office Leipzig

Hainstraße 1-3

04109 Leipzig, Germany

T +49 3641 9919 1000

office-leipzig(at)dotsource.com

Office Dresden

Theresienstraße 18

01097 Dresden, Germany

T +49 351 7999 9000

office-dresden(at)dotsource.com

Office Stuttgart

Feuerseeplatz 14

70176Stuttgart, Germany

T +49 711 252769 50

office-stuttgart(at)dotsource.com

Contact Form

© 2021 dotSource GmbH - Digital Success right from the start

Follow Us

  • Subscribe to our YouTube Channel
  • Follow us on Twitter
  • Follow us on Instagram
  • Follow us on Xing
  • Follow us on LinkedIn

Page Topics

  • Adobe Marketing Cloud
  • Multichannel Strategy
  • SAP Hybris Customer Engagement & Commerce
  • Mobile Commerce
  • Shop Management
  • Full Service and Entry Level Solutions
  • B2B E-Commerce
  • Fashion & Lifestyle
  • Media & Publishing
  • Digital Transformation
  • commercetools
  • E-Commerce with Microsoft Dynamics

More links

  • Contact
  • Privacy Policy
  • Imprint
  • Terms and Conditions
Contactto Top