- By Annette Kilzer
Customer Focus in B2B – For Over 15 Years
While retail business and B2C marketing have already undergone a digital transformation, B2B communication still often lags behind. At wohlgemuth + team, we’ve been putting the customer journey at the center of our focus for over 15 years and are now the vanguard with regard to Business Communities.
Once upon a time…there was the perfect field staffer who constantly had the needs of his or her customers in mind and who always had a rolodex at the ready while on the go. Who knew how to talk to people and knew how to conduct rewarding business for all parties concerned. These days, this ability is known as “customer focus”, and it’s painfully lacking in the digital transformation of B2B communication. Thus Microsoft recently found that less than 25 percent of businesses are able to find a centralized customer service solution that meets their requirements, while 43 percent of customer service teams have difficulties supporting the customer journey through all channels (multi-channel). (Sources: Intelligenter Kundenservice im digitalen Zeitalter; 3CLogicBlog: 4 Reasons Your CRM is better with Multichannel Communications) And Roland Berger/SAS confirms: “the era of customer focus is here, but many businesses are not prepared for the new sovereignty of the customer.”
For wohlgemuth + team, digital technology has from the very beginning been more than just an arrangement of ones and zeros. Since the agency was founded, we’ve understood digitalization as the key to creative implementation of ideas and strategies to the advantage of our customers, and have placed the customer experience at the center of our focus. Product, service, and communication are inseparable in the digital world, into which the smartphone must also be increasingly integrated. Our competence and creative solutions for the interaction between people and technology have opened up additional profitable options for trade fairs.
Founded in 1999 in Berlin, wohlgemuth + team is still a family-owned and led business with team members who are trained in-house, additionally strengthened by freelance experts with special expertise. Since 2002, we’ve published and sold successful exhibitor content for trade fair media (print, online, and mobile), and with the deployment of online-shops, we rely upon consistently digitalized work processes without media interruption. In 2014, with 18,000 exhibitors, wohlgemuth + team generated 2.9 million euros in revenue for its trade fair customers, solely from marketed facultative media.
With its own sales, development, and competence teams, and the distinct know-how of our many years of experience in the branch, we are the vanguard of the next logical market tool: the development of customer- and trade fair-specific business communities.