Customer growth: Increase customer growth and
revenue

Customer-focused growth strategy

We support you in aligning your business model for growth in a customer-centric and future-proof manner. What we offer:

• Growth strategy
  Define your market opportunities, sharpen your value proposition, innovatively develop your product portfolio and use AI for successful go-to-market strategies.
• Customer experience and customer journey optimization
  Enable seamless, personalised customer journeys and a consistent customer experience to increase customer satisfaction and engagement across all touchpoints.
• Channel strategy
  Maximise the performance of your sales and communication channels with our tailored strategies for B2C and B2B markets.
• Business model strategy
  Increase your business success and tap into new revenue potential through customer-centric innovations or optimisation of your business model based on future customer expectations and technology-driven market innovations.
• Fit for growth
  We harmonise your sales and service strategies to increase your performance and efficiency. In doing so, we restructure your costs to create potential for growth investments and ensure excellence even in challenging times.

Excellence in sales

We develop tailor-made strategies to gear your sales towards growth. What we offer:

• Data-driven sales
  Transform your sales from gut feeling to fact-based action. We create the necessary data and analysis basis to gain deeper insights into the behaviour and preferences of your customers, enabling a personalised, targeted sales approach and higher closing rates.
• Sales increase
  From growth hacking and attack planning to deal management, we develop tailor-made and innovative concepts that generate higher sales.
• Sales efficiency
  We optimise your sales processes, reduce inefficiencies and high costs, and maximise the productivity of your sales team.
• Customer-centric sales operating model
  We lay the foundation for your sales success by optimising all levels of the sales operating model and their interaction: strategy, customer focus, organisational structure, processes, people, data, tools and management/controlling.
• Sales technology and AI
  We ensure that you implement the right technological foundation – from CRM systems to AI – that supports the achievement of your business goals, increases your productivity and offers a competitive advantage.

Digital Commerce

We support you in developing and optimising your digital growth strategy and work with you to implement it successfully. Where possible, we ensure the efficient and effective use of artificial intelligence. What we offer:

• Digital commerce: growth strategies
  We evaluate your current situation and relevant market trends to design a customer-centric expansion strategy for your digital commerce channels. Benefit from our expertise to promote sales and sustainable growth in the area of digital commerce.
• Customer experience in digital channels
  Improve the conversion rate in your online shop, for example. Increase customer loyalty through optimised and personalised experiences for your customers at digital touchpoints. Use analogies from the B2C sector to also increase customer satisfaction among B2B customers.
• Digital platforms and ecosystems
  Expand your market potential with solutions for digital platforms and ecosystems. With our expertise, we support you in developing strategies and architectures, and in selecting the right partners for your expansion.
• Digital commerce: operating model
  Create the conditions for growth in digital commerce by optimising your operating model. We specialise in defining scalable, agile models, selecting robust solutions and providers, and optimising your digital commerce processes.
• AI in digital commerce
  Achieve higher sales with AI solutions for digital commerce. We develop tailor-made AI strategies, deploy state-of-the-art bots and agents, and enable dynamic content generation to improve customer loyalty and optimise processes. We help you successfully leverage the opportunities of agentic commerce.

Price and revenue management

Together, we develop tailor-made strategies and automated processes for maximum efficiency and profitability:

• B2B and B2C pricing strategy and governance
  We offer you precise price diagnostics, robust strategies and performance-oriented guidelines. Use price compliance and KPI measurements for intelligent pricing decisions. We help you turn your pricing into a source of profit.
• Price management systems
  From defining requirements to selecting suitable tools and implementing predictive solutions, we ensure that your pricing is optimally supported.
• Revenue management
  We develop and implement a holistic revenue management system to measurably increase sales and margins: strategy, forecasting, price/quota logic, processes/organisation, tooling and competence building.
• Value-based, dynamic pricing
  Maximise your profitability with value-based dynamic pricing. With insights into pricing and the lifetime value of your customers, we develop and implement tailor-made pricing models and automate them for greater efficiency.
• Trade promotion
  Increase your sales in retail. To do this, we install or optimise a powerful trade promotion management system. From strategy to processes and governance, and from the selection of suitable tools to the design of measures and control models, we support you in increasing the success of your retail channels.

Customer service & customer loyalty

We help you achieve sustainable growth through long-term customer relationships. What we offer:

• Proactive customer service
  We turn your customer service into a competitive advantage by developing clear service strategies, forward-looking service scenarios and offerings, and orchestrating the customer journey across all channels throughout the entire customer lifecycle. This allows us to anticipate customer needs early on, create first-class experiences and measurably increase loyalty and satisfaction.
• AI-centric target operating model for customer service and management
  Take your customer interactions to a new level of customer and employee satisfaction with an AI-centric operating model in customer service and management: highly automated, personalised and scalable. We also support you in introducing best-in-class AI use cases and setting up and/or integrating the necessary IT infrastructure.
• Customer retention and management
  Strengthen your customer retention and loyalty through AI-supported customer retention management, activating customer journeys, sentiment analysis and tailor-made incentive and loyalty systems. Use digital customer twins to better understand your customers, provide tailor-made support and reduce churn rates.
• Customer success management
  Increase customer lifetime value by evolving customer service and management into customer success management: with a focus on achieving customer goals, proactively, holistically and in partnership. Our expertise enables you to build long-term customer relationships that deliver real value and lead to sustainable growth.
• B2B Servicemanagement
  We optimise your services into comprehensive, personalised offerings that enable proactive problem solving and efficient communication, are geared towards continuous improvement and foster strong relationships with your customers.

Data & Artificial Intelligence along the Customer Journey

We help you make data usable, deploy AI effectively and securely, and unlock measurable efficiency, growth and innovation potential along your entire customer journey and across all customer interactions. What we offer:

• Data and AI strategy:
  We identify and prioritise your data and AI requirements to support all customer interactions, clearly align your strategy, and develop a roadmap for sustainable customer relationships.
• Data architecture and data catalogue
  We support you in collecting and modelling data models and implementing data catalogues.
• Data quality
  Methods and systems for measuring and maintaining data quality. We improve data quality through clear standards and GenAI-supported automation for greater accuracy and compliance.
• Data platform and architecture
  We design or modernise your data platform, seamlessly integrate systems and create a robust foundation for advanced and scalable AI applications.
• Master data management, MDM
  Establishing robust governance structures for master data, harmonising data, automating processes and ensuring data quality.
• SAP Business Data Cloud
  We create a modern, cloud-based database, promote data democratisation and enable secure, scalable integration of your SAP and non-SAP data.
• Salesforce Data Cloud & Agentforce
  We connect your customer data to create a unified view, automate interactions, and enable personalised customer journeys based on Salesforce Data Cloud and Agentforce.
• Governance and operating model of the data and AI organisation
  We define roles, processes, structures, KPIs, and governance to embed data and AI in your organisation in a sustainable and scalable manner.
• Data and AI – change management and operationalisation
  We support you in successfully embedding AI in your organisation through targeted upskilling, enablement, change management and user-centred adoption.
• AI governance and trust
  We establish trustworthy and compliant AI structures in accordance with the EU AI Act and secure them with clear lifecycle controls and effective risk management.
• ‘AI @ Scale’
  We work with you to build a scalable AI organisation or use PwC's AI Factory to efficiently develop, manage and roll out use cases.
• Agentic AI
  We identify use cases for autonomously acting AI agents (‘Agentic AI’), implement them together with you and create the appropriate operating model and governance in a scalable manner.

Transformation & Change Management

Success only comes when concepts have been implemented and behaviour within the organisation has changed permanently. We support you from the outset, ensuring that your goals are achieved in the long term. What we offer:

• Transformation Management
  With our experience and expertise, we ensure the success of your transformation. We work with you to define the goals, scope and roadmap for customer-oriented transformations. Our Transformation and Programme Management Office then ensures successful implementation and performance management.
• Change Management and Customer-Centred Culture
  Benefit from years of experience in designing and supporting successful change management projects in the areas of sales and service. We have incorporated our findings into our e.tomics framework, which provides our customers with a flexible, structured and efficient approach to the change management process. This enables us to ensure the success of change and establish a customer-centric culture.

Rollout Management and Enablement
With our experience from hundreds of technology project implementations, such as customer relationship management (CRM) or customer data platforms (CDPs), we guide you safely through the rollout and ensure the necessary empowerment and coaching of all affected stakeholders and employees.

Organisational design
We create the necessary organisational framework for your customer-centric business functions. Our proven process leads to successful, customer-centric target operating models for sales, digital commerce, pricing, service and customer management.