CRM Goes Digital: EXPERT INSIGHTS on Modern Customer Management

We are excited to announce the release of a new book by our CRM experts at DIGITALL, titled "CRM Goes Digital: Design and Use of Digital Customer Interface in Marketing, Sales, and Service." Published by Springer Nature, this comprehensive guide offers valuable insights for professionals looking to embrace the latest strategies in customer relationship management. Following the success of our German-language edition, which had over 600,000 downloads, we are now thrilled to present this English-language version with enhanced cases to a broader international audience. 

On the occasion of the publication, we had the pleasure of interviewing Sabine Kirchem, Vice President of Marketing and Communication at DIGITALL and one of the book's authors. Along with Dr Martin Stadelmann, Mario Pufahl, David Laux and the other contributors, she shared her expertise in the book. With 30 years of experience and deep knowledge of current trends and technologies, Sabine Kirchem provides exciting insights into the book and its relevance.

What inspired you to write a book on customer relationship management?

Over the years, we have seen a significant shift in how companies approach customer management. The focus has moved from an IT-centric view to a holistic organizational and management philosophy.

Innovations like multi-channel and omni-channel CRM, customer experience strategies, AI, social media management, and marketing automation have transformed the landscape. This book documents these changes and explores the future potential of digital CRM (dCRM).

What are the key takeaways for readers?

"CRM Goes Digital" features 22 chapters packed with the latest advancements in CRM digitalization, including inspiring success stories and real use cases from various industries.

Readers will find actionable recommendations based on the latest research, insights into future developments in customer management, and strategies for optimizing products and services. The book also emphasizes improving sales performance through radical customer orientation.

How does the book address the digital transformation of CRM?

The book is structured around the customer journey concept, divided into four phases: Plan, Implement, Use, and Improve. Each phase covers strategies, implementation, usage, and continuous improvement, providing a clear framework for readers to navigate their digital transformation journey.

Who is the book suitable for?

The chapters of "CRM Goes Digital" are written by, and for, academic, consulting, and company experts who appreciate a theoretical and practical approach to the topic.

The book is ideal for board members, executives, and professionals from customer-facing business units who are looking to deepen their understanding of digital customer management. It offers valuable insights for those taking their first steps in digitization and those seeking to achieve strategic and operational goals through digital CRM.

What should readers know about the authors?

Our co-authors include experts from renowned companies, academics focused on customer management, and CRM consultants with extensive project experience. Together, we provide a comprehensive view of current trends and future innovations in the field. 

"CRM Goes Digital" is now available in hardcover and eBook format. It offers practical guidance for professionals in sales, marketing, and service who want to stay ahead.