Digitalization does not fail due to technology; it often fails because we set it up incorrectly: being too technology-driven, internally focused, or without a proper customer perspective. The chapter...
Target groups are not obsolete; they simply lack precision. To genuinely connect with customers...
The Customer interface is a complex term for something that is, at its core, quite simple: the...
“We need a 360° view of the customer” is a phrase commonly found in strategic documents. But what...
Digital is no longer an add-on; it forms the core of modern customer experiences. However, many...
Excellence in sales is not a one-time achievement - it is an ongoing process. The chapter “Sales...
Although CRM is still a software project in many companies, it has been about much more than that...
Performance management is the bridge between vision and reality, evaluating the value and...
Companies often think of CRM on a small scale. They fine-tune campaigns, enhance touchpoints, and...