From cost driver to growth factor – orchestrate customer processes, generate revenue and trust
Sectors: Energy suppliers, Manufacturing industry, Construction supplier industry, Electro and electronic industry, Mechanical and plant engineering, Consumer goods / retail, Automotive supplier industry
Processes: Service & Support, Sales, Marketing
Duration of the webinar: approx. 45 minutes
Many companies optimize their sales, marketing, and service processes – but separately from one another. For customers, this does not result in a consistent experience, but rather in friction points at handoffs, responsibilities, and expectations.
Yet this is precisely where enormous, often untapped potential lies: thinking about customer processes end-to-end not only increases efficiency, but also creates measurable added value along the entire customer journey. A modern contact center plays a central role in this because it connects customer contact, information flow, and service quality across all phases.
This webinar shows why true customer centricity is a process management task and how a modern contact center approach helps to seamlessly design customer processes from initial contact to service completion.
The typical starting point
- Customers do not experience your company as a unified entity, but rather as fragmented
- Sales, marketing, and service pursue different goals
- Handoffs lead to lost time, quality issues, and declining chances of closing deals
- Trust is built selectively—but not systematically or scalably
The necessary change in perspective
- Customer processes are considered holistically throughout the entire journey.
- Responsibility is based on customer flow – not on organizational units.
- Service becomes part of value creation, not just problem solving.
- Customer experiences become measurable, controllable, and results-oriented.
Why a contact center approach at the process level is crucial
- Central orchestration of all customer interactions along the customer journey
- Uniform understanding of customer needs
- Clear interfaces between marketing, sales, and service
- Higher repurchase rates through consistent and needs-oriented support
- Sustainable trust building in daily customer contact
What you will take away from the webinar
- A clear end-to-end process picture for modern and holistic customer care
- Concrete starting points for breaking down departmental boundaries
- A common goal for marketing, sales, and service
- Relevant decision-making bases for managers and the organization
Speakers & presenters
Janko Sornik
Director Microsoft
Jason Müller
Program Owner – Service and Contact Center
Andreas Krenz
Senior Account Manager – Geschäftsbereich Microsoft Business Process Solutions
