About Us
Welcome to sharcx
sharcx identifies failing customer expectation by analyzing your data before your customer is recognizing anything.
Team
Our Team
Erik
Helping our customers
My passion is your customer service and business automation. The first Net Promoter System (NPS) feedback I have ever seen, made me believe that certain aspects of the customer experience we should have known before. That was the hour of birth of sharcx - your possibility to predict customer experience and act upon accordingly.
Michael
Analyzing data
I love data analysis and have a passion for the identification of "golden nuggets". But I have recognized that this can only be the 1st step. The main target is to create actionable "golden nuggets" and to turn the insights into a measurable benefit. This is what sharcx is all about.
Philip
Building great products
I am excited about sharcx because it combines modern technology and user interaction with a problem, which exists at least for decades. sharcx will make the difference and change the customer experience for our clients and their B2B-customers by using automated prediction and direct customer information.
How it works
How It Works
Understand
Understand your customer journeys.
- Generic B2B customer expectations
- Industry and application specific customer exerperience
- Delivery Reliability, Product Quality, Service Demands, etc.
Analyze
Identify and analyze the existing master and transactional data.
- Data analysis of historic transactions.
- Pattern definition and validation
Predict
Analyze future transactions regarding identified patterns.
- Execute pattern analysis on future transactions
- Predict customer experience
- Act automatically
Get to know
Max
sharcx learned from historical delivery data the typical delivery time of customers
Customer Journey
The six journeys that drive customer experience in B2B
Identification of products that meet a need
B2B customers often find it challenging to identify the right product or service. Improving this journey is especially relevant for companies with a fragmented customer base and nonessential but value-adding products.
Selection of a supplier and initial purchase
In this journey, buyers struggle to compare suppliers in a timely manner across multiple criteria. Some simplify the choice and choose a supplier only on price (to be disappointed later on by the service level) or take months to go through a very detailed tendering process.
Co-Development and Co-Innovation
This is a critical journey in innovation-heavy industries, but many sales managers and R&D leaders complain how difficult it is to keep projects efficient and on track, as they tend to operate in a governance vacuum.
Dealing with unexpected events
Coping with purchase-related problems, such as equipment breakdowns and missed deliveries, is a make-or-break journey.
Using the product and getting service
Receiving (planned) maintenance also is a make-or-break journey, again especially for customers of machinery and capital goods.
Reorder familiar products and services
Efficient and error-free reordering is a major concern for customers sourcing raw materials or components.
Business-to-business customers are already demanding a better experience. In a recent McKinsey survey of 1,000 B2B decision makers, lack of speed in interactions with their suppliers emerged as the number-one “pain point,” mentioned twice as often as price. Some 86 percent of respondents said they prefer using self-service tools for reordering. Yet the reality at most B2B companies is far from this vision. Many companies often need days to provide a quote, require customers to fill in complicated order forms (often on paper), and frequently leave customers in the dark about the status of their order.
Differentiation
Customization is more widespread in B2B than B2C. B2B suppliers adapt not only their products but also their processes to accommodate customers.
Transaction Volume
The stakes are usually higher in B2B deals. Individual customer relationships are easily worth millions of euros for big B2B companies.
Blog
Our Blog Posts
Do you provide the same service to all of your customers? Of course not!
Mainly every company is classifying their customers into different categories. Typically it is being differentiated between A, B and C customers. A single C-customer does not have the main importance, but overall this group of customers can also be very relevant your targets and results if the service can be supported with minimal effort. "Kleinvieh macht auch Mist!"
The Kano Model as a basis for our customer satisfaction touchpoints
One of the main cornerstones of the sharcx solution is the Kano Model, which classifies the customer expectations into 3 different categories. The basic needs are typically already covered by the customer service, even for C-customers. But the fulfilment of performance needs and especially of the delighters makes the difference!
Analyze your data with regard to missing customer expecation and trigger an immediate action!
Did you ever hear from your sales teams that the most complex customer service is for the smaller customer? sharcx provides the solution to ensure that even a C-customer will always feel rewarded.
Example Cases
Delivery Leadtimes
sharcx learned from historical delivery data the typical delivery time of customers