Your search for "Service"
Service Quality Management
https://www.msr.de/en/service-quality-management/Service Quality Management “The first car is sold by the salesman, every subsequent one by the service”. True to this bon mot, the service quality achieved in the network of a car manufacturer is of central importance for customer satisfaction, customer loyalty as well as turnover and profit – especially…
Financial Services
https://www.msr.de/en/financial-services/Financial Services The financial industry has been facing enormous challenges for many years. Companies operate in saturated markets and are confronted with regulations and persistently low interest rates. On top of that they are threatened by new competitors at customer interface level. In this environment, the consistent orientation of businesses…
Quality Management
https://www.msr.de/en/quality-management/Mobilising quality management Quality management creates competitive advantages. A high quality of products and services increases customer satisfaction and reduces “repair contacts” such as enquiries and complaints. Quality management thus increases not only market success and productivity, but also employee satisfaction. The goal is a holistic and quality management that…
How successful consent management works
https://www.msr.de/en/how-successful-consent-management-works/Why is the topic important? In order to be able to contact your customers digitally or by telephone in a legally secure manner, the corresponding consent is required according to the GDPR. If this consent is not available, digital interaction becomes a real challenge. A systematic development of a consent…
Our CX Methodology
https://www.msr.de/en/our-cx-methodology/Our CX Methodology Best Practice Initial situation Top 10 insurance companiesExtensive market research – especially customer satisfaction measurements at annual intervalsProblem: Low impact of market research due to lack of measurement frequency as well as lack of targeting accuracy and resolution of the results. Approach Setting a strategic customer satisfaction…
Next-Level-CX
https://www.msr.de/en/next-level-cx/Next-level CX: Opportunities for further development of CX activities CX management is an approach that can be continuously developed. In the competition for the best customer experience, new approaches are constantly emerging that can be added to the standard process. As the amount of data increases, it also offers more…
Business case calculation for CX management
https://www.msr.de/en/business-case-calculation-for-cx-management/Business case calculation for CX management Foundation for a realistic market classification and the path to market leadership Many companies are confronted with the question of whether and to what extent an investment in customer orientation is worthwhile. Others have already invested in CX, but need empirically derived arguments to…
Privacy policy
https://www.msr.de/en/privacy-policy/Privacy policy Scope of application MSR Consulting respects your privacy. The following data protection declaration gives you an overview of the collection and processing of your data. It is intended to inform the users of this website about the nature, scope and purpose of the collection and use of personal…
Imprint
https://www.msr.de/en/imprint/Imprint Responsible MSR Consulting Group GmbHBayenthalgürtel 16-20D-50968 ColognePhone +49 221 489 28-0 Managing partners: André DenneburgMichael KullmannTorben Tietz HRB Köln 20040Sales tax ID no. DE123482667 Copyright and information All texts, all photos, all design elements of this website are – unless another copyright applies – protected by copyright for MSR…
Virtual Dealer Network Mobilisation and Development
https://www.msr.de/en/virtual-dealer-network-mobilisation-and-development/Developing dealers – sustainably and efficiently Why is the topic relevant? Distribution and service networks in the automotive environment are facing an unprecedented level of need for change. In this context, the SARS-Cov-2 pandemic has only reinforced and accelerated trends that were already apparent beforehand. These include, for example, multi-channel…
Sales Funnel and Marketing Spendings Mgt.
https://www.msr.de/en/sales-funnel-and-marketing-spendings-mgt/Sales Funnel and Marketing Spendings Management Within the scope of various business intelligence projects, MSR has dealt with generating insights from data, deriving KPIs relevant to management, depicting these in the form of dashboards and thus transferring them into daily use. We are convinced that fact-based management is superior to…
Benchmarking with KUBUS
https://www.msr.de/en/benchmarking-with-kubus/Benchmarking with KUBUS We make you Best-in-Class when it comes to customer and sales partner orientation. Our analyses have been showing the same picture for years: customer and sales partner orientation are the decisive factors for future business success. This applies to all sectors, but is demonstrably particularly strong in…
Customer Experience Management
https://www.msr.de/en/customer-experience-management/Customer Experience Management Why CX Management? Economic benefit: Consistent customer orientation increases turnover and profitabilityConsistency in brand experience: CX Management ensures that the brand is experienced consistently at all customer touchpoints.Agility: employees’ willingness to experiment increases through customer feedbackUSP: CX Management creates competitive advantages that are difficult to copy How…
Solutions
https://www.msr.de/en/solutions/Our solutions for your success. With selected topics and solutions in our four areas of competence and six fields of expertise, we support you in actively shaping the future and increasing your company’s success. Customer Experience Management Customer satisfaction is an important driver of economic success. This knowledge is becoming…
Machinery & Industrial Goods
https://www.msr.de/en/machinery-industrial-goods/Machinery & Industrial Goods Industrial companies (mechanical and plant engineering, high-tech, components, services) operate in a dynamic market environment. Topics such as automatisation, innovation, digitalisation and globalisation require continuous change to ensure the future viability of the company. Digitalisation enables new ways of designing sales and service processes and…
Automotive & Mobility
https://www.msr.de/en/automotive-mobility/Automotive & Mobility In motorsport they say, those who can “drive from the front” in a race have a competitive advantage and are able to drive safely to victory. This means for companies: act instead of react and shape your own future. In the coming years, the automotive industry will…
Branches
https://www.msr.de/en/branches/Branches You need experts who know their way around your industry – with an eye for trends and implementable solutions? You make decisions based on data and facts and need suitable benchmarks and Best-in-Class examples? You only trust people who act at eye level? Automotive &…
Testimonials
https://www.msr.de/en/testimonials/What our clients say “Right from the start, the MSR project team understood how to win over our employees for the project goal without a consultant attitude by working out the benefits for customers, the company and employees in an understandable way. The tools and methods used were innovative and…
André Denneburg
https://www.msr.de/en/about-us/contact/andre-denneburg/André Denneburg André Denneburg has been with MSR since 2000 and is now Managing Director. He heads the automotive and industrial business and focuses on advising the automotive, commercial vehicle and agricultural machinery sectors as well as construction machinery manufacturers and industrial companies. André Denneburg has extensive experience in the…
Alexander Bührle
https://www.msr.de/en/about-us/contact/alexander-buehrle/Alexander Bührle Alexander Bührle has worked for the Cologne-based consultancy since 2004. He primarily advises automobile and motorbike manufacturers, as well as mobility providers and industrial companies at international and national level along the entire value chain. He is an expert in strategy development, sales and service management, market exploitation…
Torben Tietz
https://www.msr.de/en/about-us/contact/torben-tietz/Torben Tietz Torben Tietz joined MSR in 2002 and is now managing partner. He focuses on supporting financial service providers and industrial companies and is an expert in B2C and B2B customer relations. His thematic focus is on customer experience management and customer-oriented product, service and pricing design. He represents…
Michael Kullmann
https://www.msr.de/en/about-us/contact/michael-kullmann/Michael Kullmann Michael Kullmann has been with MSR since 2001 and is now a managing partner. He focuses on supporting service companies – especially financial service providers – on the following topics: Design and development of measurement and controlling systems for quality managementCustomer Experience ManagementOptimisation of the customer journeyBenchmarking customer…
Dr. Judith Glüsenkamp
https://www.msr.de/en/about-us/contact/judith-gluesenkamp/„Culture eats strategy for breakfast – and both are important for the customer’s experience“ Dr Judith Glüsenkamp joined MSR in 2011 and has been a partner since 1 January 2021. Her focus is on customer strategy, customer and employee experience, and business analytics. Like MSR Consulting as a whole, Dr…
About us
https://www.msr.de/en/about-us/About Us Independent. Owner-managed. Award-winning. MSR Consulting is a medium-sized company based in Cologne that focuses on market research, strategy, organisation and CX consulting. Our clients value our work. According to brandeins and Die Welt, we are regularly ranked among Germany’s best management consultancies for the automotive & supplier and…
