Development of a multi-channel strategy

To adapt to changing customer information and purchasing habits, we have developed a multi-channel strategy for a car manufacturer.

Starting position and objective

  • Changed information and purchasing behaviour of customers requires adjustments in the sales strategy
  • Customer Journey runs individually according to customer preference in different formats and touchpoints
  • All sales formats and touchpoints, whether digital, temporary or stationary, have to be linked together in order to ensure a seamless and positive customer experience


  • Evaluations of different analyses and processes, competition and cross-sector best practice analyses
  • Development and description of cross-channel, integrative sales processes
  • Development of new or adapted job profiles incl. Business case calculations
  • Distribution-level implementation and professionalization concept


  • Blueprint for the market-specific implementation of multi-channel sales elements
  • Business Case Templates for national, dealer-based calculation of multi-channel elements
  • Role & job profiles, interface modelling and pay models