Customer Journeys: Are you still building or are you already live?

In CRM or lead and conversion management, customer journeys are being regarded as the new saviour. They should attract customers and interested parties in the decision-making process as early as possible and accompany them personally and seamlessly until they make a purchase or even beyond. Regardless of the medium or touchpoint. But that is easier said than done. A lot of companies are already working on such customer journeys, but still most of them are still failing when it comes to the implementation. We are presenting possible solutions: from the planning to the selection down to the rollout.

Let’s discuss how journeys can be implemented and which obstacles present themselves along the way.

Thesis: At the very beginning of the planning process, it is decided whether there is a chance of implementation.

Thesis: It’s not the technology or the internal organisation that are the right starting points, but the consistent orientation on the customer and their behaviour.

Language: German