客户体验和全渠道零售

客户旅程

 

在完整的销售环节中保有顾客

 

 

 

在数字和实体世界中的全方位渠道管理

纵横交织的沟通方式

 

收集和分析

大数据

我们对于客户具有最佳了解

 

随时随地

电子商务

高兴的客户,忧虑的经销商

 

欢迎光临我们的网站。

 

 “作为战略家与实干家,我们推动您企业的发展。以饱满的热情与在高端市场的深厚经验,我们有针对性地、高效地发挥您企业的全部潜力。我们为此提供全方位服务——从销售、售后服务,直到客户服务。我们将自己看作是您和您员工的合作伙伴与推动者,不论是在传统,还是在创新营销解决方案方面”.

 

Jan Schemuth, rpc总经理

A joint venture by BMW Group and h&z

选择客户和品牌 

BMW AG


行业:汽车制造商

员工:约92,2名 

营业额:约804亿欧元

MINI


行业:汽车制造商

销售量 > 300,000台

Rolls Royce


行业:汽车制造商

交付量 > 4,000台

BMW motorcycle


行业:汽车制造商

交付量 > 123,000台

Claas KGaA mbH


行业:农业技术

员工:约11,400名

营业额:约38.2亿欧元

Novus Dahle GmbH & Co. KG


行业:紧固技术、办公技术

员工:约1,200名

营业额:约1.35亿美元

B. Braun Meisungen AG


行业:药品和医疗产品

员工:约54,000名

营业额:约54.3亿欧元

Harman/Kardon by Harman


行业:电子设备制造商

员工:约24,200名

营业额:约53.5亿美元

Bowers & Wilkins


行业:娱乐技术

营业额:约1.243亿英镑

Hartman Becker GmbH 


行业:汽车部件供应商

员工:约2,000名

营业额:约13.8亿欧元

Alphabet


行业: 车队管理

车辆: 约555,000 安诺每

DAF trucks


行业: 重型商用车

交付量: 约43,200卡车

 

Commerzbank


行业: 银行,金融

员工: 约52,103名

营业额: 约1.9亿欧元

Aesculap (branch of B. Braun)


行业:医疗技术

员工:约54,000名

营业额:约15亿欧元

Nespresso


行业:食品

员工:约339,000名

营业额:约4,25名

零售趋势

客户旅程

当今客户旅程的主要特征是客户与公司之间的共生关系。受数字化及其趋势的推动,需要一个适当的战略以及随后的战略执行。客户在日常生活中使用数字媒体和设备的情况日益增多。另外,客户行为和期望的多样化进一步增加。作为结果,全部价值链必须基本上以客户需求为导向。客户与多渠道销售结构多个入口和出口点之间的对话表明,销售漏斗已变成无限的销售圆环。

rpc开发了一个360度方法,以便充分利用客户旅程战略潜能的范围。鉴于此,我们控制持续从事和开发客户交互的相互影响,精心安排相应产品/服务组合的物理和数字接触点。rpc帮助您激活不同杠杆工具,以便确保客户旅程步骤中持续的客户感知:优化、先进的物理和数字销售及服务接触点,标准化客户数据管理和分析驱动的个性化要约的力量。

全渠道管理

数字和物理世界的融合日益加深,这已经毫无疑问——在商业领域同样如此。企业几乎在所有渠道中同时展开沟通:实体店交易、网上商城、网络展示、社交媒体、直接营销、活动等。挑战在于联网所有沟通渠道,并为客户创造统一的购物体验和一致的品牌体验,而同时又不会造成混乱。


慕韬志悦企业管理咨询有限公司(The Retail Performance Company,缩写rpc)可以帮助您与您的企业在所有渠道上提供一致的展示。为此,我们将对于客户需求的全方位理解与不同销售渠道及其背后系统和流程的专业知识相结合。我们为您开发市场营销/客户关系管理、销售和服务领域的战略方针,并为在单独渠道中的实施向您提供支持。

大数据

我们所在的行业从未对其客户有如此多的了解——但却没有真正理解客户。许多公司对大量客户数据进行收集并分析。这使其可以针对互联网用户的个人兴趣进行宣传。这些公司虽然收集数据,但却不知如何利用数据。事实上,大数据管理是有效吸引客户的一种绝佳手段。 

rpc帮助您收集相关客户数据,并通过有针对性的分析理解客户。我们利用这些认识对客户关系管理措施以及实体店面进行设计并实施。

本土化

在日益全球化的世界中,“区域/本地”这一概念获得了全新诠释。针对这一发展,公司通过选择地点和产品或服务组合适应当地需要。对全球性产品做出妥协的时代已经结束。“区域化”意识可以提升一家供应商对于其客户的现实与情感吸引力,并由此提升销售额。

我们在rpc可以帮助您更好了解当地需求,并相应为您的公司开发发展方向。得益于我们的特定市场专家全球网络,我们以模块化理念提供所需知识,并构建能力。通过对您分部、目标群体以及合理方式展开分析,我们对此流程予以支持。 

KPI控制

获得衡量之事必得到解决——这是一条永恒的商业真理。但由于大量数据、各有不同的销售结构和形式,以及在价值链末尾的个性化用户体验,要对统一的销售目标进行“控制”,颇具难度。仅仅是创建报告,由此以参数为基础获得对于销售总体情况的了解,对于如今的许多公司来说便已经意味着大量的技术与人力消耗。而众多沿用已久的老旧IT系统更是雪上加霜。

rpc帮助您在管理团队中定义目标,并以参数进行描述。即使在您公司的实施过程中,我们同样提供帮助,不论是在构建一致性和逻辑性的参数系统、确定控制指标或创建务实的报告结构方面。这一切都属于我们对于真正的“零售绩效”解决方案的理解。

在线学习

灵活性使学习变得更为轻松。员工们可以自主通过在线学习扩展知识,不论何时何地。但是,在线学习课程的内容还可以更加丰富。它们帮助公司几乎能够同时以同等的质量标准为遍布全球的员工提供培训,从而节约成本。通过多样化以及个性化培训内容,员工可以产生对于自我学习的积极性,由此创造对于学习和新内容的渴求。采用完全数字化设计,在线学习也可以轻松适应不同市场和目标群体。

我们在rpc开发能够激励并吸引员工的在线学习。它们的特点在于类似应用程序的全新设计。此外,学习课程同样在技术上紧跟发展步伐,并实现内容的灵活性和模块化。我们的服务范围从所有数字内容的设计与创建,直到培训材料的编写。

变革管理

世界正在发生变化——毫不停歇,从始至终。市场、生活和工作环境不断变化,企业的战略、结构、流程、系统与行为同样随之发生变更。随着全新趋势的诞生,客户的要求与需求也在不断变化。销售作为与客户的直接接口往往最先对此予以获悉,并传递至公司内部。员工必须时刻掌握最新动态。实现成功的实施方案同样随时间发生变化。

rpc帮助您在您的公司中巧妙展开变革。通过我们的培训方案,我们令您的管理人员和员工融入变革,使他们成为坚定的共创者:跨文化、跨学科、跨国度。

数字化

数字世界对我们产生影响,但我们经常不知如何对其加以驾驭。许多公司很难利用数字化所带来的优势。不论是在公司内部对于数字化的肤浅理解,还是在刻板的实施方式中都显露出不足。为了与快速发展保持同步,往往需要在公司中采取根本性变革。

我们在rpc为您将线上与线下世界相互融合,并在公司中创建全新的数字化发展趋势。这从所有与业务相关的方面,如组织、管理和沟通领域的意愿检查开始,直到对于数字化机遇的识别、合理方案与措施的制定和实施,并以对员工和管理人员的培训和辅导为结尾。

最新消息

 

 

咨询

 

最有说服力的成功证明源自销售。这需要战略眼光和运营实力。有效的咨询组合是我们的特点。

 

 

辅导

 

我们的辅导跨越企业部门与层级结构,在实施过程中确保信息互通、扎实稳健。我们是可持续变革的催化剂——不论是对于个人还是团队。

 

 

培训

 

踏上巅峰,并保持巅峰地位,需要培训的支持。我们知道如何实现这一目标:从培训战略,到培训开发与实施,我们在全球范围内为产品引入提供全方位活动管理服务。

 

 

 

 

人力资源服务

 

人力资源对我们来说不仅是寻找并培养合适员工。作为合作伙伴,我们在所有人力资源服务的设计与实施中为您提供支持。

rpc 管理

 
 
 
 
 

Christian Feilmeier:

 

"Our name says it all. By paving the way for our clients and accompanying them on their journey, we are able to measure ourselves by the speed they reach together with rpc."

 

Christian Feilmeier is the managing director of The Retail Performance Company. He is responsible for the markets of Germany, Austria, Switzerland, China, and North America. After finishing his business degree and taking part in the BMW Group's junior talent program, Mr. Feilmeier held various roles in the financial division of the BMW Group, including serving as the head of investor relations. As CFO of the BMW Group Canada, he joined the sales division in 2007 before focusing entirely on retail as the head of retail performance consulting at the BMW Group as of 2011.

Jan Schemuth:

 

"We make sales stronger with every service and product we offer. Working at the point of interface to the customer is something that fascinates me each and every day. With our extensive, in-depth sales expertise, we can all move mountains at rpc – for the company and its clients."

 

Jan Schemuth has served as the managing director and chief financial officer of The Retail Performance Company since January 1, 2015. He is responsible for new client accounts and markets, business development, and operative business management. Mr. Schemuth has extensive consulting experience and held numerous leadership positions at BMW before joining rpc. After training in the banking industry and completing a business degree at the Ludwig Maximilian University of Munich, he worked for the international management consulting company A.T. Kearney. He also founded and served as the head of the consulting division for the relationship management specialists Pepper Technologies. Mr. Schemuth has held various management roles since joining BMW in 2003, including that of sales manager for BMW M Asia, head of international market development, and head of new vehicle processes. His most recent responsibilities included heading retail performance steering for all international BMW markets.

Erik Bellendir:

 

"rpc's successful growth equals considerable opportunities for our clients, too. Our broad, network-based mindset and approach across all sales channels, topics and countries gives us the ability to significantly build on your strengths in sales."

 

Erik Bellendir is a Partner at The Retail Performance Company. He leads the coaching division and is the contact for the markets of Belgium, France, Great Britain, Luxembourg, and the Netherlands. His experience in sales stems from positions as a consultant in the advertising industry and as the group marketing and customer relationship manager for BMW in Australia. Mr. Bellendir's most recent experience was serving as a consulting and coaching specialist at BMW for increasing performance at the global sales organization. He also holds a master's degree in Marketing.

Michael Erz:

 

„rpc is shaping the retail of the future. With our international footprint and our end-to-end performance portfolio from strategy to PoS implementation, we offer our customers optimal solutions for setting standards in sales.“

  

Michael Erz is a partner at The Retail Performance Company and is responsible for the Consulting division. He has been working for rpc since the end of 2013 and played a key role in establishing the Consulting Service Line and Business Technology Line. His specialties include complex solutions at the customer interface and in multi-channel CRM processes as well as implementation and international product launches. Michael Erz supports companies in their sales strategy, dealer development and in the design and optimization of business models. Before joining rpc, Michael Erz held a number of management roles in his capacity as corporate consultant, providing consultation services for the automotive industry as well as companies operating in the fields of healthcare and consumer goods. Michael Erz studied business, economics and sociology at the University of Trier.

Christoph Kunz:

 

"Our goal is to convey knowledge and abilities in such a way that they can then be independently applied in day-to-day sales activities. That strengthens rpc as a full-service agency for sales. To make that happen, we use the latest instructional methods and continuously invest in our employees. They are the key to our success."

 

As a Partner at The Retail Performance Company, Christoph Kunz is responsible for all sales support training programs from initial design to realization. That includes the market introduction of new products and services, including full-service support for event management. Mr. Kunz is also responsible for the markets of Italy and Spain. His professional career prior to joining rpc included heading both the automotive as well as sales and growth divisions at h&z. He has been working with sales strategies and their implementation for over 18 years, including in management consulting at BMW and Oracle. Mr. Kunz studied Business Administration in Munich, London, and Milan.

 

 

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由于客户期望值的不断提升与差异化的加剧,市场动态不断上升,销售同样随之发生变化。通过rpc的成立,我们创建了一家能够帮助我们在销售领域始终走在最前沿、并运用数字化机遇的专业企业。

此外,rpc具有互联性与跨行业性,这可以创造附加价值。”

 

Rainer Feurer博士,宝马集团销售发展、控制与客户关系总监