Customer Behavior in the New Normal: What Is Temporary and What Will Remain?

Sabine Kirchem () and Juliane Waack ()
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Sabine Kirchem: DIGITALL Nature Germany GmbH
Juliane Waack: Billwerk+ Germany GmbH

A chapter in CRM Goes Digital, 2025, pp 171-180 from Springer

Abstract: Abstract COVID-19 has caused huge, irreversible changes all over the world. Lockdowns and social distancing have rapidly accelerated digitalization. But user behavior has also been forced to change. For companies, the question now is which behavioral changes are temporary and which are here to stay.

Date: 2025
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DOI: 10.1007/978-3-658-45798-3_13

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