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Effective CRM Solutions for B2B and B2C

Customer Engagement

In today’s digital era, customer engagement has evolved into true 1:1 communication, moving beyond one-size-fits-all messaging and traditional sender-receiver dynamics. CRM systems unify customer interactions, enabling personalized relationships across multiple channels.

With the rise of data-driven customer management, businesses can now create meaningful, large-scale interactions that still feel personal. Advanced data and technology make personalized mass communication a reality, allowing brands to connect with wider audiences while maintaining individual relevance.

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What is Customer engagement

Customer engagement refers to the interactions and emotional connection between a brand and its customers across various touchpoints. It involves building relationships, fostering loyalty, and encouraging active participation through personalized experiences, communication, and value-driven interactions. Effective customer engagement leads to stronger brand affinity, higher retention, and increased customer satisfaction.

The goal is to create meaningful and lasting relationships that go beyond just transactions.

valantic and the digital transformation

Customer engagement in five words: One voice to the customer

Essentially, a transformation of your entire business is imminent – because “one voice to the customer” means becoming a one-touch front-office organization. All this really means is that all processes that are customer-facing in any way, shape or form (sales, customer service, marketing) will be even closer to customers and even more customer-centric in the future.

Let’s be real: The digital transformation seems to make everything more complex somehow. But complex does not necessarily mean complicated. With us, it certainly won’t be! Customer engagement – as an element of the “digital now” – is indispensable for CRM-based customer loyalty strategies at valantic.

We promise: It will be hard work but also a lot of fun. Customer engagement isn’t a castle in the sky any longer – but it will be cloud-based.

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We offer a clear project lifecycle with a comprehensive support at each stage:

  1. 1

    Business Discovery (WHAT)

    We help customers identify pain points and define potential solutions at both operational and strategic levels through Discovery Workshops for Data-Driven Marketing & CRM.

  2. 2

    Formulating Requirements (HOW)

    We assist in sketching target solutions and scoping out technical and technological requirements that lead to sustainable and scalable outcomes.

  3. 3

    Evaluating Technologies (WHICH)

    We work closely with customers to explore various IT systems and tools, pre-select sellers, and organize tailored tool demonstrations to aid in decision-making.

  4. 4

    Implementation (HOW/WHEN)

    We facilitate the technological and organizational implementation of chosen tools, with a focus on evaluating time-to-value and optimizing internal resources for the best possible output.

  5. 5

    Go-Live, Hypercare & Optimization (AND)

    Finally, we offer consulting for MarTech evolution and organizational mindset changes, while monitoring essential KPIs at various levels to ensure long-term optimization and success.

Our success stories

Our project approach is designed to ensure a smooth transition and maximize the potential of new systems

  • Holistic strategy: integration into the customer experience strategy and “Digital Now”.
  • 360° customer view: use of offline data in an online context.
  • Goals: Customer loyalty and customer acquisition.
  • Valuable interactions: Meaningful interactions in a saturated market are crucial.
  • Creating a 360° customer profile by integrating multiple layers of data, technology, and customer experience touchpoints:
  1. 1

    Touchpoints

    Various customer interaction points are considered, including websites/online shops, apps, stores, newsletters, customer service, loyalty programs, and global brand strategies.

  2. 2

    Capabilities

    A broad range of engagement methods is used, such as personalization, email marketing, app push notifications, print, phone communication, event planning, and ticketing.

  3. 3

    Data Collection

    This involves gathering data from devices, geo-data, on-site behavior, engagement, transaction data, benefit catalogs, and personal data to enrich the customer profile.

  4. 4

    Technology

    This supports customer data management with platforms like a 360° customer profile, ID stitching, segmentation, omnichannel campaigns, and customer relationship management (CRM). Additionally, a customer loyalty platform offers general program mechanics, rewards, benefits, triggers, and audience-specific touchpoints.

Everything will change The customer engagement revolution

Magic word: marketing. Digitalization brings with it a lot of novelty. Where the annual campaign used to take up a fixed period of time in the marketing schedule, parallel campaigns are now possible on demand. Because of a variety of channels and assets, messages and moments, the allocation of the target group in the funnel will have to be driven by real data in the future. Which aspect of the annual campaign gets shown will be determined between pull and push.

Individual customer journeys instead of campaigns based on the watering-can principle are the essence of customer engagement.

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Ready for the next level of customer engagements?

Just give us a call! Or tell us what you have in mind.

Nils Weber, Managing Director and Partner at valantic

Nils Weber

Partner & Managing Director

valantic Digital Marketing & CRM GmbH

LinkedIn
Profile picture Geert Adams

Geert Adams

Managing Director Belgium

valantic

LinkedIn

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