Customer Centricity at valantic
Think Customer Centric – Grow Sustainably and Successfully
At valantic, we bring Customer Centricity to life by helping companies understand their customers and create exceptional, personalized experiences that drive long-term success.
Customer Centricity Success Factors
Customer Experience
The Customer Experience covers all touchpoints a customer has with your company – from brand perception and support to service usage. An optimal User Experience Design ensures a seamless and positive customer journey.
Customer Value
Customer Value measures not only the worth of a customer to the company but also the benefits the company provides to its customers. A customer-centric company dynamically considers both perspectives and continuously optimizes the added value.
Customer Lifecycle
The Customer Lifecycle encompasses all phases of customer interaction – from the first contact to long-term engagement. The goal is to identify pain points and continuously strengthen the customer relationship.
Table of Contents
Why is Customer Centricity your competitive advantage?
Because Customer Centricity means…
- Equipping your team with the right skills and insights to not only understand customer needs but to exceed them.
- Placing the customer at the heart of every decision – from products to services – to drive customer satisfaction, loyalty, and long-term trust.
At valantic, we go beyond best practices in strategy and innovation – we work closely with you to seamlessly integrate Customer Experience Management, Customer Lifetime Value, and the Customer Relationship Management approach into your projects.
Customer Centricity Offerings
valantic understands the key questions of a customer-centric organization
Data & Insights
“How can we measure and enhance customer satisfaction through Big Data and Data Analytics?”
Customer & Insights
Customer & Insights
- Segmentation & development of customer personas
- AI utilization for personalized customer communication
- Implementation of cybersecurity measures to protect customer data
KPI & Metrics
KPI & Metrics
- Development of an integrated 360° customer view
- Establishment of specific KPIs for measuring customer experience (CX)
- Creation of a comprehensive customer KPI cockpit
Business & Data Analysis
Business & Data Analysis
- Development of customer data strategy & governance
- Data collection, enrichment, and integration
- Ensuring data quality & optimizing data architecture
Business & Offering
“How can we maximize the value for our customers to retain them in the long term?”
Vision & Strategy
Vision & Strategy
- Formulation of the customer-centricity strategy (e.g., based on OKRs)
- Execution of customer-centricity audits
- Development of a customer-centered value proposition
Leadership & Governance
Leadership & Governance
- Design & management of customer-oriented programs
- Development of a targeted business model
- Creation of a clear role and governance framework
Products & Services
Products & Services
- UI/UX design & coaching for customer-centric product development
- Next Best Action / Next Best Offer strategies
- Design & implementation of loyalty programs
Organization & Technology
“How do we adapt culture, processes, and systems to achieve consistent Customer Centricity?”
People & Culture
People & Culture
- Development of customer-oriented personnel management & incentive systems
- Implementation of modern HRM systems
- Promotion of a customer-centric corporate culture
Processes & Workflow
Processes & Workflow
- Design and optimization of the customer journey & touchpoints
- Optimization of digital touchpoints for a seamless omni-channel customer experience
- Implementation of marketing automation tools
Systems & Tools
Systems & Tools
- Selection & implementation of the optimal customer-centric tech stack e.g.:
- CRM
- PIM/DAM
- Shop & Payment Systems
- Customer Service & Support Systems
- Social Media Management
- Customer Feedback & Experience Management
Successful Projects: Customer-Centric Growth through Digital Transformation
Do you just want to introduce your product to the market – or grow sustainably with your customers? valantic supports you in developing a sustainable, customer-centric business strategy. Let’s optimize your strategy together!
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V-ZUG: Improved Customer Experience with Centralized SAP Customer Data Cloud
By implementing a Customer Data & Experience Platform (CDXP), V-ZUG benefits from a unified login for all services. This enhances not only the User Experience but also data privacy, automation, and personalized customer interactions.
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Krombacher: Personalized Communication through Salesforce Service Cloud
Thanks to a comprehensive Customer Relationship Management strategy, Krombacher achieved:
-A doubling of newsletter subscribers (2021).
-A 6% increase in online shop sales volume.
-A 12% increase in newsletter open rates.
-The successful expansion of the "Krombacher Friends" loyalty program.
