In the world of high-end customer management, an excellent customer experience (CX) is not a coincidence but the result of a precisely aligned strategy. Today, it is no longer enough to merely manage customer inquiries efficiently.
Käsehage & Lauterhahn CRM Consulting supports you in designing interaction points that not only function but inspire. We transform CRM data into valuable insights to turn your customers into loyal brand ambassadors.
The Art of Customer-Centric Perfection
The right customer experience interprets your individual customer wishes as perfectly as a star chef interprets the preferences of his guests. As the emotional heart of our Digital Transformation hub, this module ensures that technological efficiency and human connection go hand in hand.
We help you increase your CX maturity step by step by consistently aligning business processes, service, and communication with customer value, thereby creating a unique identity in the market.
CRM Customer Experience describes the entirety of all perceptions a customer has throughout their entire journey with a company. Through the use of Artificial Intelligence (AI) and predictive analytics, customer needs can now be anticipated even before they are explicitly expressed. A professional Customer Experience CRM uses this data to create personalised and consistent experiences at every touchpoint – from initial awareness to complaints – maximising long-term customer value (ROI).
A decisive component of any successful strategy is the various contact points along the customer journey. This extends far beyond the moment of purchase – from initial awareness and product information to usage, recommendations, or complaints. Our consulting specifically identifies gaps in the current service portfolio and develops customer-centric initiatives that strengthen your competitiveness. We view the journey not as a rigid sequence, but as a dynamic ecosystem where every touchpoint—whether digital or personal—offers the chance to build trust and sustainably increase customer value.
With the help of modern marketing technologies and clearly defined use cases, we enable measurable CX optimisation. In doing so, we build directly on the successes of Digitalisation in Sales & Marketing to ensure a consistent brand message across all channels. We analyse needs, expectations, and user groups precisely to create a sound target vision for your sustainable customer loyalty. This data-driven approach allows us to minimize wastage and significantly increase the relevance of every single interaction for your target groups.
In contrast to pure tool implementers or large consulting firms, our boutique consultancy focuses on the end result: measurable growth through loyal customer relationships. We understand an excellent customer experience as a hard economic factor that directly influences the Customer Lifetime Value. At KL-CRM, you receive direct access to experts with many years of practical experience who understand CX as an operational reality and translate it into measurable success through sound methodology.
Our excellent approach means that we do not just deliver theoretical concepts but actively orchestrate the transformation. We support you in making CX a genuine success factor by consistently breaking down silos between marketing, sales, and service. Every manual step in the system and every automated process must contribute to perfecting the experience for the customer. We develop tailored roadmaps that correspond to your market requirements and your CX maturity level to emphasize your uniqueness in competition and measurably increase your success.
It encompasses every touchpoint a customer encounters with your brand. A strong strategy ensures these experiences are positive and customer-centric. KL-CRM-Consulting helps you align these touchpoints with clearly defined user groups. This creates a consistent customer journey that builds trust and sustainably strengthens the emotional bond between your customers and your company across all digital and physical channels for long-term loyalty.
Professional consulting helps you define a precise vision for your CX strategy. KL-CRM-Consulting deploys suitable technologies to build a high-performance system. This makes your daily business more efficient and your portfolio more customer-centric. We transform data into experiences, ensuring every customer contact offers genuine value and permanently strengthens your market position through excellent, data-driven service that is secured for the future.
It increases customer value, boosts loyalty, and significantly improves conversion rates. Falling service costs and higher repurchase rates generate a clear return on investment. KL-CRM-Consulting makes these effects visible through targeted data analysis. You are not just investing in software, but in more profitable customer relationships that promote organic growth and significantly reduce marketing costs per new customer through higher referral rates.
While many remain stuck in pure data theory, our boutique consultancy translates insights directly into operational excellence. We focus on the actual implementation of your CRM Customer Experience in daily business. Our experienced consultants ensure that strategies do not gather dust in concepts but are actively lived by your team. This creates genuine relevance for the customer and tangible efficiency gains for your entire organisation.
AI enables hyper-personalised customer engagement in real-time. Through automated sentiment analysis and predictive routing, KL-CRM-Consulting resolves concerns faster and more individually. This massively increases CX maturity. Intelligent algorithms recognise needs before the customer voices them, leading to proactive support. Your service becomes a technological flagship, and customer satisfaction is raised to a completely new, digital level of excellence and efficiency.
Through networked systems, teams have location-independent access to the same database. This enables consistent and excellent customer support even when working remotely. KL-CRM-Consulting implements workflows that minimise friction. This massively increases job satisfaction in the home office, as employees have all the information at hand to solve customer concerns competently and immediately—regardless of their physical work location, stabilising service quality.
Everything begins with a sound analysis of your current maturity level. Together with KL-CRM-Consulting, you identify new growth opportunities and develop a clear roadmap. We ensure your customer journey does not just function technically but sustainably delights your customers. Through targeted workshops, we lay the foundation for a corporate culture that consistently places the customer at the centre of every strategic and operational decision.
Learn here how a modern Digital Workplaces empowers your employees – whether in the office or in the home office – to deliver on this service promise daily through location-independent and networked solutions.