Design customer-centric solutions to complex hurdles

Sales & 
Customer Experience Strategy

We at rpc are convinced that developing a seamless strategy requires more than just understanding individual phases but also the ability to seamlessly connect each of these phases. 

A well-thought-out Sales & Customer Strategy combines customer-centric approaches with effective sales techniques to create seamless, value-driven interactions that strengthen customer loyalty and foster business growth.

However, obstacles can arise when there is a lack of coordination between different departments, employees lack sufficient skills or training, or technological challenges occur. The insufficient integration of data sources can lead to inconsistencies in the customer experience, which can impact the desired seamless interaction experience. 

We have summarized the most common challenges and possible solutions for you in a brief FAQ.

Are you already offering a seamless customer journey?

Customers nowadays are more demanding, utilising a variety of communication channels. Simultaneously, they expect personalised, fast, and high-quality services. This necessitates ongoing adjustments and investments. 

Our approach: We provide omnichannel integration solutions to seamlessly connect a company's physical and digital presence.

Learn more about: Omnichannel Direct 2 Consumer

Are you missing data or is the data available inadequate?

The processing and analysis of customer data require efficient technology and data management solutions to gain customer-centric insights while considering various data protection requirements.

Our approach: With the CX Journey Booster we offer a solution to help businesses visualise and optimise every step of their customer interactions.

Learn more about: CX Journey Booster

Missing customer segmentation?

The customer base can be diverse, and it is a challene to segment it meaningfully to develop targeted approaches.

Our approach: We show you how to become the first choice for your customers through unforgettable experiences!

Learn more about: Customer & Persona Segmentation

Is your CX strategically aligned?

A customer-centric strategy often requires a long-term orientation as it takes time to develop and solidify customer relations.

Challenge: Employees need to have the necessary skills and training + Ensure consistent customer experiences across all channels. 

Our approach: 
We offer tailored CX strategies to enhance customer experiences and drive business growth

Do your CX measures perform well?

A continuous feedback mechanism is necessary to respond to customer feedback and adjust the strategy accordingly.

Challenge: Feedback and continuous improvement of the customer experience. 

Our approach: We offer a process to assess the digital customer experience for strengths, weaknesses, and improvement opportunities.

How do you engage customers for the long term?

A customer-centric strategy often requires a long-term orientation as it takes time to develop and solidify customer relationships..

Challenge: Creating customer loyalty and building a community. 

Our approach: We offer programs to help businesses foster strong connections and long-lasting relationships with their customers. 

How does the retail sector look in 10 years?

Challenge: Customers expect innovative and personalised retail experiences. 

Our approach: We offer an insight into the future of retail with innovative concepts and technologies that redefine the customer experience.

Is your sales structure oriented towards customer-centricity?

It can be challenging to allocate the right resources and budgets for customer-oriented initiatives, especially when financial resources are limited..

Challenge: Integration von Vertriebspartnern in die Customer Experience. 

Our approach: We offer services to help businesses expand and optimise their distribution channels.

How do I reach these goals? 

Nowadays, a true challenge is to accurately understand the actual needs, expectations, and preferences of customers. Not only can these be highly diverse, but they also constantly evolve.

To meet these challenges, we integrate customer-centric approaches with effective sales techniques from the outset, creating seamless, value-driven interactions that foster loyalty and drive business growth.

Explore our offerings 

Retail of the Future 

Align your retail strategy with emerging technologies to create a seamless and futuristic retail experience. 


CX Strategy

Develop a clear and customer-centric CX strategy that aligns with your overall business objectives.


Develop a strategy for selling directly to consumers.


Customer Journey & Touchpoint Mapping 

Map out the entire customer journey from awareness to post-purchase stages and identify and optimize touchpoints to enhance the overall experience.


Sales Network 
& Partner Strategy

Optimize your network to ensure it aligns with your CX goals, and consider expanding or refining partnerships.


CX Performance Assessment

We offer a process to assess the digital customer experience for strengths, weaknesses, and improvement opportunities.



Customer Segmentation 
& Persona Profiling

Create detailed customer personas to understand the unique needs and motivations.

Offline/Online Integration 

Ensure a seamless integration between your offline and online channels to provide a consistent experience.

Customer Community Building 
& Loyalty

Implement loyalty programs to incentivize repeat business and advocacy.


A well-crafted Sales & Customer Experience Strategy aligns customer-centric approaches with effective sales techniques to create seamless, value-driven interactions that foster loyalty and drive business growth.

It summarises the following key components and concepts:
Cross-Functional Collaboration:

Sales and customer experience strategies typically involve collaboration between different departments within an organization. This alignment ensures a consistent and positive customer experience across all touchpoints.

Holistic Customer Journey:

It involves mapping out the entire customer journey, from the initial contact through post-purchase interactions. The goal is to create positive touchpoints at each stage, ensuring a seamless and satisfying experience.

Technology and Automation:

Businesses often use technology and automation tools to streamline processes, enhance customer interactions, and provide better support. Examples include chatbots, CRM systems, and e-commerce platforms.

Sales Training and Development:

Employees involved in sales and customer interactions need appropriate training to effectively communicate and engage with customers. This includes both product knowledge and soft skills like active listening and empathy.

Measuring Success:

Key performance indicators (KPIs) are used to measure the success of the strategy. Common KPIs include customer satisfaction scores (CSAT), Net Promoter Score (NPS), customer retention rate, and revenue growth.

Customer-Centric Approach:

This strategy places the customer at the center of all sales activities. It prioritises understanding customer needs, preferences, and pain points, and tailors sales approaches to address these effectively.

Omnichannel Approach:

Customers interact with businesses through various channels, including in-person, online, mobile apps, social media, and more. A successful strategy considers all these channels and ensures consistency in messaging and service.

Data and Analytics:

Leveraging data and analytics is crucial. Businesses use customer data to gain insights into behavior, preferences, and trends, enabling them to make informed decisions and improve the customer experience.


Sales and customer experience strategies often incorporate personalisation techniques. This can include personalised product recommendations, communication, and support to make customers feel valued and understood.

Feedback and Improvement:

Continuously collecting and analysing customer feedback is essential. Feedback helps to identify areas for improvement and refine the sales and customer experience strategy over time.


In summary, Sales and Customer Experience Strategy is more than just making sales.
It's about creating a customer-focused approach that prioritises long-term relationships and customer satisfaction. It involves a deep understanding of customers, aligning sales efforts with their needs, and continuously improving the customer journey to build loyalty and drive business growth.

Why rpc?

We overcome the hurdles of true customer centricity


of all customers value seamless customer experiences and are willing to pay more for them.

 *Source: Forbes meta research, 2020


However, 70% of all transformation processes fail in their final stages.

*Source: McKinsey, 2019

With rpc you get access to an internationally 
experienced network of experts...

> 430

international experts

> 13.500 

process steps recorded and reported

> 800 

tools and best practices, to guarantee sustainable change



So... how can we help you?


We’re ready to kick-start your
customer-centric transformation

Constantin Steinpichler
Constantin Steinpichler