1. defacto.x for:
Touchpoint excellence:
Does multichannel pay off?
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2. defacto.x for:
Long-standing, trusting
customer relationships
1991 2002 2004 2006 2008 2010 2011 2012
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3. defacto.x for:
DOES MULTICHANNEL MAKE SENSE?
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4. defacto.x for:
YES, because ...
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5. defacto.x for:
1.
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Multichannel customers
generate up to 100% more
turnover than mono-channel
customers

6. defacto.x for:
2.
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Multichannel CRM reduces
price markdowns by
up to 20%

7. defacto.x for:
3.
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Multichannel customers
are 50% more loyal than
mono-channel customers

8. defacto.x for:
Say yes to multichannel! The question is
HOW DOES
THIS HAPPEN?
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9. defacto.x for:
FIRST OF ALL::LISTEN!
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10. defacto.x for:
Choose „right data“ instead of „big data“!
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11. defacto.x for:
SECOND::UNDERSTAND!
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12. defacto.x for:
Companies use only 10% of all
available data!
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13. defacto.x for:
THIRD: ARTICULATE!
Implement
the developed strategies
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14. defacto.x for:
Tackle the
Change Process
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15. defacto.x for:16
1. Explore your technological options
2. How do you engage with people
3. Clarify responsibilities (structures, organization, budgets etc.)
4. Re-think your target systems
5. Make sure the C-suite is behind you

16. defacto.x for:
• Over 150 Loyalty- & CRM-programs
• Present in all industries
• Founded in 1989
EXPERIENCED
Why customers choose defacto.x as an
outsourcing partner
• A single contact person
• Your „one-stop-shop“
EFFICIENT
• Close to 300 employees
• EUR 39 million in turnover
• Organic growth
• Owner managed
STRONG
• Over 65 markets
• e.g. 24/7 social CRM in 17 languages
• Partner for local services
• Co-founder of Tribe Global
WORLDWIDE SUPPORT
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17. defacto.x for:16 defacto.x für:
Our customers
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18. defacto.x for:
Thank you for your attention
defacto.x · Am Pestalozziring 1-2 · 91058 Erlangen, Germany · www.defacto-x.de
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