On the Way to Digital CRM (dCRM): The Transformation of Customer Management

Martin Stadelmann, Patrick Schäfer (), Peter Tüscher and Juliane Waack ()
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Patrick Schäfer: DIGITALL Nature Switzerland AG
Peter Tüscher: AGROLA AG Freiraum Consulting GmbH
Juliane Waack: Billwerk+ Germany GmbH

A chapter in CRM Goes Digital, 2025, pp 61-80 from Springer

Abstract: Abstract In the move from the “traditional” handling of prospects and customers to the modern understanding of Digital CRM (dCRM), numerous professional and technical core trends are emerging and being embedded within the design of customer management, with increasingly recognizable effects. This analysis highlights seven core trends that every company should address to become a data-driven business. Not every trend is equally relevant to every company’s individual requirements. However, the practical examples listed here are worth exploring from a wider perspective: they provide individual companies with digital transformation ideas, and help to envision the ideas as use cases.

Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-658-45798-3_5

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DOI: 10.1007/978-3-658-45798-3_5

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