
Empowering Your Customer Relationships and Experiences
At Differ Strategy Consulting, we are your all-in-one partner for Customer Relationship & Experience Management (CRM/CX), Marketing Automation, and Customer Loyalty. We work both strategically and operationally, helping your business gain valuable customer insights while defining clear customer goals and visions. Whether it’s establishing strategies, creating actionable plans, or prioritizing initiatives, we make it manageable to achieve your customer objectives—both in the short and long term. From project management to hands-on support, we bring your plans and projects to life, offering expertise in Marketing Automation, Lead Management, and Customer Portals, among others. We also guide you through the critical phases of CRM implementation, assisting with requirement specifications, CRM architecture, system and vendor selection, and deploying solutions using Microsoft Dynamics 365 CE and the Power Platform.
Let us help you strengthen your customer relationships and deliver standout customer experiences that drive success.
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From Surveys to Strategy: Transforming Insights into Action
Discover what drives your customers. Our approach combines in-depth customer surveys and interviews with powerful data analytics to provide a complete understanding of customer satisfaction and market dynamics. By uncovering key drivers and mapping your competitive position, we help you identify opportunities for growth. Through segmentation, churn analysis, and predictive modeling, we turn insights into actionable strategies that boost loyalty and performance. With intuitive dashboards integrating real-time feedback, you gain a clear overview of KPIs across sales, marketing, and customer service—ensuring that every decision is informed by accurate and meaningful insights.
Customer Insight
We help businesses gather necessary customer insight through customer surveys. By measuring customer satisfaction and performing in-depth driver analyses, we identify the key factors that influence satisfaction in the market. The results are combined with existing customer data.
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We map your brands' and products' positions relative to your competitors
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We establish maps that illustrates the positioning
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Through driver analysis, we uncover the reasons behind customer satisfaction or dissatisfaction and identify areas where you outperform—or underperform—your competitors.
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We analyze your customer data and help with segmentation, churn analysis, CLV-modelling, customer predictions, etc.
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Most organizations face an overload of reports and statistics. We help you to coordinate your data into a dashboard, highlighting your most important KPIs across products, geographies, and channels:
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Sales results from online sales and/or salesforce/distributors etc.
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Marketing results from campaigns and ongoing acitivites
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Customer service KPIs
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Customer development KPIs (churn, growth, retention, customer value, etc.)
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We offer both periodically and triggered customer satisfaction tracking, enabling you to continuously monitor customer feedback:
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We can measure customer satisfaction at different levels, e.g. individual stores/units, departments or the entire organization. Each level can gain access to their specific results
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We can measure different metrics, such as KTI, NPS or CES
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Results are updated continuously in dashboard
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We integrate the dashboard directly with your CRM-system or other operational systems
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CRM Strategy and Operationalization
We conduct a thorough analysis of the organization’s CRM capabilities and evaluate different parameters in order to determine what the organization should improve and prioritize. We evaluate your CRM projects, assess gains and benefits and make suggestions for further developments and quick wins.
Based on knowledge of CRM capabilities and customer insight, we can help develop and revitalize the organization’s CRM strategy. This process includes mapping and understanding the organizations’ customer goals and visions, and/or establish suggestions for customer goals and visions based on customer insight and business strategies. A CRM strategy must be based on the current situation, business strategi and customer goals/visions, and identify the gaps and provide strategic path. This includes prioritizing actions through a clear road map, as well as organizing the necessary resources to get the CRM strategy implemented
When developing a loyalty strategy, it is important that the organization has a common understanding of what is meant by customer loyalty and how this is measured. Based on customer- and purchase data, we analyze the current customer loyalty. This analysis, combined with the business strategi, Forms the foundation for developing loyalty objectives and a strategy for how the customer loyalty is to be improved.
We also assist businesses with evaluating their loyalty and membership clubs, redesigning their programs and designing completely new loyalty programs.
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Churn analysis and calculation of repurchase rate
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Evaluation of industry trends in relation to customer loyalty
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Establishing goals and strategies for customer loyalty
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Evaluation of loyalty program and other loyalty initiatives/activities
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We assist in defining potential and existing customers the business should engage with, identifying appropriate channels, and determining how these interactions should be tested and measured. We also assess the desired level of automation and campaign management functionality. Additionally, we can evaluate the implications for system selection or changes.
We help develop, design, and set up customer journeys for automated communication. Examples include omnichannel onboarding programs for new customers or retention programs for customers who stop purchasing or show reduced purchase frequency:
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Onboarding new customers
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Retention efforts for customers at risk of churn
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Upselling/cross-selling to customers with additional purchasing potential
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Campaign management
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Lead nurturing programs
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We assist in mapping your customer journeys at both a high level (Customer Lifecycle) and a detailed level (Customer Journeys).
We help design new customer journeys or revitalize existing ones, both at an overarching and detailed level.
Differ Strategy Consulting can take on the role of a CRM/CX function leader as needed, either on a full-time or part-time basis, to address short-term needs such as covering absences.
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We provide leadership for various CRM/CX projects, both strategic and operational
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We offer support and coordination for operational needs, such as launching new systems, routines, campaigns, etc.
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CRM Technology
We help businesses specify their CRM system requirements to facilitate software selection and implementation partner decision.
We describe business requirements for a Marketing Automation system to guide software selection and implementation partner decision.
We outline requirements for CRM/MA service and operational delivery providers.
We assist businesses in selecting CRM/MA system technology and conducting procurement and tender processes for CRM system implementation (including implementation partner decision).
We help businesses choose providers for their CRM/MA service needs.
We offer implementation and management of technological solutions based on Microsoft Dynamics 365 Customer Engagement and Power Platform: