- Reduced churn
- Segment of One — deep understanding of the customer situation
- More recommendations (NPS)
- Anticipation drives CLV
- Increased share of wallet
- More targeted trigger marketing
Understand your Lena
In addition to the nine Values of
Relationship, there is another fundamental
dimension: the Values of Understanding.
With every step, you understand Lena better.
You want to know and understand Lena – her preferences, her story, her wishes – everything that makes her unique.
Understand means that she not only recognizes herself in you – but also feels understood, often before she even articulates her needs.
Identify, because everything begins with genuine attention. Know, because love lies in the details. Predict, because you want to surprise Lena.
Understand from a CEO’s perspective
Those who truly know and understand the customer can make every subsequent step — from Show to Tell to Propose — more efficient, precise, and successful. With Understand, processes start to flow almost automatically.
It’s not just about collecting individual data points, but about recognizing patterns in real time and predicting, with a certain degree of probability, what will happen next. Predict makes the difference: when we know that Lena will need help within the next hour, we can be there before she even asks. From a business perspective, this means anticipating and adapting to the actions of Lena and her AI assistants early on — significantly reducing effort in service, marketing, and sales, because we appear exactly where Lena is looking.
Business impact in numbers
Turn Understand into reality
These BSI Elements make the values Identify, Know and Predict effective.