CRM Goes Digital

Kirchem, Sabine; Stadelmann, Martin; Pufahl, Mario; Laux, David

CRM Goes Digital

Edited by Sabine Kirchem (), Martin Stadelmann (), Mario Pufahl () and David Laux ()

in Management for Professionals from Springer

Date: 2025
ISBN: 978-3-658-45798-3
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Chapters in this book:

Correction to: Trigger-Based Marketing: Tiki-Taka for Digital Customer Relationship Management: Frank M. Hannich and Marcel Hüttermann
The CRM Competence Model: The Basis of Consistently Customer-Oriented Company Design: Martin Stadelmann
People and Organization in the CRM Competence Model: New Approaches to Organizational Development on the Way to a Customer-Centric Company: Frank Klinkhammer
The Exploded View as a Frame of Reference for More Successful CRM: Hans Albrecht Bartels and Jonathan Möller
Performance Management: Leadership in the Digital Transformation: Jürgen Brunner Candrian
On the Way to Digital CRM (dCRM): The Transformation of Customer Management: Martin Stadelmann, Patrick Schäfer, Peter Tüscher and Juliane Waack
Sales Performance Management: Excellence in CRM with Digital Control Concepts: Mario Pufahl
Building a Next-Generation Digital Marketing Strategy: Frédéric Demierre
How to Get a 360° Customer View: Steffen Deufel
Implementing the Customer Interface of the Future: Requirements for Business and Technical Architecture: Peer Stehling
Explore the Right Personas for Successful Marketing, Sales, and Service: Sabine Kirchem and Juliane Waack
Agile Design and Implementation of Digital Offerings: Holistically Realizing Customer Goals, Business Requirements, and Technical Implementation: Glenn Oberholzer and Sandro Ruberti
Voice and Speech Recognition for Banks and Insurance Companies: Jürg Schleier and Jakob Hauser
Customer Behavior in the New Normal: What Is Temporary and What Will Remain?: Sabine Kirchem and Juliane Waack
Swiss Re Corporate Solutions: Transforming a Traditional CRM System into a Customer Engagement Management (CEM) Solution: Tobias Mäder
Trigger-Based Marketing: Tiki-Taka for Digital Customer Relationship Management: Frank M. Hannich and Marcel Hüttermann
Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence: Jochen Werne
The Digitalization of Customer Contact in Healthcare: Kolja A. Rafferty
Digital CRM: From Disruption to Business Model: David Laux
Using Customer Data and Feedback to Optimize Products and Services: Laura Braun and Sven Reinecke
How “Smart Technologies” Will Change Customer Relationship Management: Evangelos Avramakis
Customer Experience of Today and Tomorrow: Frank Müller
Behavioral Economics and CRM: Improved Prediction of Customer Behavior: Herbert Bucheli

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

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