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TAKING CUSTOMER EXPERIENCE TO THE CORE OF BUSINESS

Customer Experience Management for B2B Companies


CUSTOMER AGENCY HELPS B2B COMPANIES GROW BY DIFFERENTIATING THEMSELVES ON CLEAR
VALUE CREATION.

By measuring, designing and executing good customer experiences, we help our
customers achieve commercial benefits such as higher customer retention,
increased Customer Lifetime Value, greater Share of Wallet, customer growth and
reduced cost-to-serve.


 FACTS


+20

We have more than 20 years of experience in helping companies optimize their
organizations, processes and cultures.


+50

Our team has advised more than 50 B2B companies of different sizes across
different sectors and industries.


+90

We have helped companies generate customer insights in more than 90 countries.


A SELECTION OF OUR CUSTOMERS...




6 STEPS TO CUSTOMER CENTRIC DEVELOPMENT



In Customer Agency, we help B2B companies become more customer-centric. Our
proven processes and tools consist of a six-step model that guides companies
effectively through the various phases of customer-centric development.

Read more
 


FUTURE SALES




-


ACCELERATES SALES DEVELOPMENT

Project Future Sales is Denmark's largest sales project to strengthen sales in
B2B companies and provide new knowledge and tools that make sales activities
more efficient, professional and value-adding.

Read more


CASES

 
 


THE CUSTOMER EXPERIENCE HAS TO BE RIGHT – EVERY TIME.

Management focus, two types of metrics and working with the culture of the
company are STARK's key to creating better customer experiences. The problem is
disparate customer experiences, and STARK knows that the good customer
experiences create greater customer loyalty and thus sales.


LINDAB AND THE CUSTOMER EXPERIENCE

Over the past two years, Lindab has professionalized its focus on customer
experiences. Not least through the ongoing project 'Lindab Listener' which is a
comprehensive annual survey of the customer experience. The result is a large
number of initiatives aimed at customers. And increased employee pride!


LEADERSHIP WITH CUSTOMER JOURNEY AS GUIDING LIGHT

By methodically surveying the experiences customers are getting on the journey
with the company, you can lead, change and strengthen an already highly customer
focused culture. The president of Europe in the global company AAK has been a
key person in pushing the limits, and in this interview he shares opinions and
methods for leadership through customer experience.


GAME CHANGING CUSTOMER FOCUS

Improved organizational flexibility is transformed into rapidly increasing
customer satisfaction at APM Terminals in Gothenburg. In a joint venture with
the local port authorities, APM Terminals prioritize a range of activities
designed to facilitate better customer journeys via Gothenburg. Net promoter
score feedback from customers is going up.


WHAT DO OUR CUSTOMERS SAY?

 

"What Customer Agency did with us is a perfect embodyment of that
customer-co-development approach we aim for with our customers. They listened,
they were able to translate it into a method and a data model, and they have
been us after the survey to apply the new knowledge in our decisions. They are
self-confident but never arrogant. I like that."

— JAN LENFERINK, PRESIDENT EUROPE, AAK

"Customer Agency increases our attention to the business conditions of our
customers, and that knowledge is a game changer in the way we handle processes
and manage our resources."

— HENRIK KRISTENSEN, CEO, APM TERMINALS GOTHENBURG

"Customer Agency conducts both Big loop and Small loop analyses and presents the
results to all management groups in the Nordic region. The solution is part of
our governance model and ensures that customers are constantly on the agenda and
that we make concrete decisions that continuously develop us towards customers."

JØRN FOGH, SALES EXCELLENCE DIRECTOR, STARK


WE INVITE YOU TO A FREE INSPIRATION MEETING

Do you want inspiration on how to create growth by differentiating yourself from
clear value creation? Please contact us, we are happy to share our more than 20
years of experience in advising B2B companies within customer experience
management.

Contact us

Customer Agency

Phone: +45 27 87 78 34
E-mail: info@customeragency.dk
CVR: 37249459

Overgaden Neden Vandet 9c
1414 Copenhagen Denmark

 

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