B2B E-Commerce Mobil

Create a unique customer journey

KPS Discovery Track

The goal

Tailoring the customer journey to the needs of customers

As in any industry, your customers are becoming more demanding and expect an experience with a customer-centric approach and well-designed processes. The particular challenge for you is to satisfy your customers on the one hand and to make your sales processes more efficient on the other.

The current pandemic in particular consolidates the effects of higher customer expectations and at the same time demands a very fast implementation. This is exactly where we can support you!

Bauarbeiterhelm liegt wie ein Briefbeschwerer auf Unterlagen

Insight

Together we uncover your potential for performance improvement

With the KPS Discovery Track, we work together to quickly and in a structured way identify your personal differentiators and actively bring them to the fore. In our workshop, we deepen your company's understanding of the customer and lay the foundation for increasing business success with you.

In doing so, we systematically follow the customer's path through the individual phases and the corresponding points of contact:

  1. Orientation: How can you already stand out in the research?
  2. Consultation: Creating customised offers
  3. Purchase: Who are the decision-makers?
  4. Utilisation: How can you offer an eye-catching service even after the purchase?
  5. Recommendation: Bind your customers to you even more and benefit from positive reference.

Study

How well do you actually know your customers?

73% of B2B companies do not sufficiently facilitate the everyday life of their customers

Everyday facilitation

73% of B2B companies do not sufficiently facilitate the everyday life of their customers.
77% of B2B customers complain about overly complex purchasing processes.

Purchasing process

77% of B2B customers complain about overly complex purchasing processes.
80% of B2B companies risk losing sales due to a lack of customer understanding.

Customer understanding

80% of B2B companies risk losing sales due to a lack of customer understanding.
73% of B2B companies do not sufficiently facilitate the everyday life of their customers

Everyday facilitation

73% of B2B companies do not sufficiently facilitate the everyday life of their customers.
77% of B2B customers complain about overly complex purchasing processes.

Purchasing process

77% of B2B customers complain about overly complex purchasing processes.
80% of B2B companies risk losing sales due to a lack of customer understanding.

Customer understanding

80% of B2B companies risk losing sales due to a lack of customer understanding.
In order to be able to address my customers in a personalised way at all, I need to know their needs and their customer journey, and I need to know through which touchpoints I can reach them.
Jonathan Haig HARTING Stiftung & Co. KG Senior Digital Customer Experience Manager

Download

Here you can find more information about our workshop:

S/4HANA for Retail & Consumer Products
Free download

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Contact person

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Ingo Waclawczyk, Senior Manager KPS

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We would be happy to advise you on your individual Customer Journey solution. Please contact us!

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Eine Frau im Logistiklager

Insight

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Ein Mann im Lager kontrolliert Pakete am Fließband

Insight

Perfect processes as ordered

How process mining in fulfilment delivers fast and efficient results.

Ein Mann im Hafen regelt die Logistik

Insight

Lessons from the pandemic

How companies can better prepare their supply chain for future surprises.

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