In many companies, customer communication resembles a cacophony rather than a symphony. When Marketing, Sales, and Service work in isolation, each department plays its own tune.
Such Silos prevent teams from listening to each other, blocking a personalised customer journey. The customer experiences dissonance instead of harmony.
To resolve these data silos and optimise customer retention, it is not enough to simply buy new instruments. A strategically planned CRM System Landscape, perfectly tuned like a first-class orchestra, is required.
The role of the conductor is often taken on by the Customer Data Platform (CDP). It leads the performances by bundling data from all sources and making it available to everyone in real time.
Via open APIs (Schnittstellen), we seamlessly integrate specialised Best-of-Breed solutions – such as those for efficient Lead Management – into the ensemble. This architecture guarantees the necessary scalability, automates complex workflows between systems, and secures DSGVO (GDPR) compliance. Only when your CRM System Landscape is cleanly conducted does the Customer Experience (CX) become a masterful event.
The result of this orchestration is a genuine 360-Degree Customer View. All teams play according to the same score. This enables precise Omnichannel Marketing, in which the customer is consistently and coherently supported at all touchpoints.
This harmonised setup also provides the basis for robust analytics, allowing you to continuously measure the success of your Customer Experience and secure your customers' approval.
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The main problem lies in the data silos that have formed in historically grown IT structures between departments. A modern CRM System Landscape overcomes this separation by centralising fragmented data. This prevents inconsistencies in communication, which strengthens customer retention and enables a seamless, professional Customer Experience (CX).
The CDP is the central data hub of the landscape. Its main function is to collect, cleanse, and harmonise heterogeneous data from all sources in real time. It creates the technological basis for a complete 360-Degree Customer View, which is essential for personalisation and the work of Marketing, Sales, and Service.
A simple standard solution often does not offer the required flexibility to meet all the highly specialised requirements of modern teams. The interconnected CRM System Landscape instead allows for the integration of needs-based Best-of-Breed systems. This combination guarantees higher efficiency and the ability to optimally support and adapt complex workflows.
The CX benefits through consistent and personalised interactions at all touchpoints. The architecture enables precise Omnichannel Marketing and accelerates Lead Management. Since Sales and Service access the same, up-to-date data, enquiries can be answered without delay and with a solid basis, which significantly increases customer satisfaction.
The architecture guarantees decisive factors for the future viability of the company. These include the scalability of the system for growing data volumes, the security of customer data through strict DSGVO (GDPR) compliance, and the flexible extensibility of the landscape via open API interfaces.