Customer growth

Unlock growth by breaking free from product centricity

By shifting from a product focus to a customer focus and adopting a structured approach to customer interaction, we help businesses maximize customer value and drive loyalty and sales. With the help of data analytics, brands gain customer insights, enabling personalized interactions with their customers, while automation improves efficiency and streamlines operations.

Background

Customer growth

Most organizations possess tremendous growth potential by leveraging customer data to enhance the customer experience and maximize customer lifetime value. To excel in this endeavor, it is essential to effectively engage customers through relevant channels, utilizing all pertinent data. With orchestration capabilities, you can personalize customer interactions throughout their journey, employing the most suitable channel at each stage.

Challenges

Why organizations struggle to unlock value of data

Engaging customers throughout the journey

One major challenge organizations face is the inability to connect with customers during crucial phases of their journey and through the most relevant touchpoints. Many organizations struggle to leverage relevant data for cross-channel personalization. They are often limited to utilizing only one type of data for personalization in each channel.

Lack of one customer view

The absence of a 360 customer view stems from the inability to merge multiple customer IDs and link all types of data to a single customer. This includes transaction data, clickstream data, loyalty program data, call center data, and more. To orchestrate seamless customer interactions across journeys and channels, it is crucial to collect response data from customer dialogs across channels.

Inadequate real-time support from legacy platforms

In the current landscape, digital customer interactions occur in real-time. Prompt action is required when receiving signals from customers; otherwise, valuable opportunities may be missed. Unfortunately, legacy platforms often lack the necessary real-time capabilities to facilitate seamless cross-channel dialogs.

Insufficient scalability

The lack of scalability in personalized customer dialogs remains a significant challenge for many organizations today. While you may have successfully established a few personalized dialogs in different channels using relevant data, scaling up to 200+ orchestrated cross-channel dialogs requires specific scaling capabilities.

Let's talk!

Hannes Bünger

Growth co-lead

Services

By utilizing customer data to improve the customer experience and optimize customer lifetime value, we help you build the foundation for efficient, long-lasting growth.

Customer journey mapping and Value proposition definitions

Omni-channel personalization

Web personalization

MarTech architecture & tech procurement and implementation

Loyalty program strategy, design and implementation

Online community strategy, design and implementation

The process

How we work with customer development

We believe in empowering our clients to lead their own transformation. Our Growth projects are designed to deliver sustainable results and foster autonomy, even after we’ve wrapped up. We work collaboratively with our clients and follow an iterative process, allowing us to adapt and evolve our approach based on valuable insights gained during the project. Below, we’ve outlined the typical steps involved in working with us in a Growth project.

Pre-study

We assess your current state and level of maturity. We establish the project scope, business objectives & strategies, as well as identify the necessary business and IT capabilities & data requirements. With a clear understanding of the gaps, we develop a business case, create a roadmap & prepare for the implementation phase.

Implementation

In the implementation phase, we procure and deploy MarTech solutions as necessary. We establish and align processes and launch targeted campaigns and new use cases in accordance with the predefined scope and business objectives determined during the pre-study phase.

Analytics & reporting

We define relevant key performance indicators, build customized dashboards, and analyze campaign results to uncover insights and determine the next steps.

Optimization

During the optimization phase, we utilize the insights gathered from the previous phase to perform A/B testing and implement fine-tuned tweaks to target groups, messaging, features, and more. Our goal is to ensure that we continuously meet or exceed the established targets and that we reach our business objectives.

Pre-study

Implementation

Analytics & reporting

We define relevant key performance indicators, build customized dashboards, and analyze campaign results to uncover insights and determine the next steps.

Optimization

Book a meeting with us

We are here to help, challenge, enhance your own capabilities and make sure to have fun during the process. Let’s meet up to discuss how we can crack the growth code for your business.

Felicia Holte

Partner & strategic advisor

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Feyven Rosén

Marketing & business growth partner

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Andreas Bengtsson

Partner & strategic advisor

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Sandra Norberg

Business consultant

Book a meeting

We are here to help, challenge, enhance your own capabilities and make sure to have fun during the process. Let’s meet up to discuss how we can crack the growth code for your business.