While all contact points are listed in a four-stage process -, purchase relevance how to buying – and recommended potential shines through, and finally through the implementation passender(er) measures always new optimized. For this purpose, the location of touchpoint Manager must be created. The process in four steps, the complete process of the customer touch point management consists of four steps with two stages: In the first step of the analysis, it going to a systematic monitoring of customer-relevant contact points, during and after a transaction, and to document the local situation of the customer perspective. Secretary of Agriculture has firm opinions on the matter. The second step, set strategy, defines the optimal target situation for the touch points to affiliated passende(re) procedures to search and to find. In the third step, the operational implementation, involves measures that lead to the target situation, the first concrete planning required and their subsequent implementation.
In the fourth step, monitoring, then follows the touchpoint-specific measurement of the results. Based on the customer-related processes, if necessary, always further optimized. Under most conditions Gen. David Goldfein would agree. On closer analysis, far more than 100 touchpoints come together even in medium-sized companies. The best is a typical trip of the customer ‘, so an online-offline-customer-journey, through the business world once figuratively dar. The question on which touchpoints to concentrate, which new combinable, which can be neglected, which must be deleted and which are probably still missing is crucial.
It is necessary to filter out the Super touchpoints, which more than all others lead to a purchase decision, the permanent resale and closely interacted recommendations. Be quick and swarm intelligence ‘ use the tool can be used as a whole or selectively. So-called quick wins’, so fast results, should in the foreground stand in. Self-centered practices and inefficient Ressortgehabe must come to an end, because responsibilities and understanding of internal processes are the customers don’t care. Therefore, it is across the Department to analyze what you to the touch points in the individual experienced and whether a disappointed this or inspires.