Transcription of Digital CRM 2.0 Building customer relationships in the ...
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Digital CRM 2.0 Building customer relationships in the ...
Digital CRM Building customer relationships in the Digital landscape0203 Introduction 04A Challenging Environment for CRM 05 Study Results 10 Digital CRM Definition 12 Strategy 17 Analytics 30 Organization 36 Technology 42 Legal 50 Performance Measurement 54 Digital CRM Study Takeaways 66 Contacts 6804 IntroductionDear reader,Since our first Digital CRM Study was published in 2015, this topic has gained even more traction. New trends and technological advancements have prompted us to reopen a discussion about the transformation of customer management with internal and external topic leaders. Our 2015 study showed that not all companies and industries had the same level of maturity in customer relationship management.
lucrative or break even on acquisition costs. Building long-lasting relationships with customers is therefore a crucial success factor for these new business models. 2 Technology is at the heart of Digital CRM. Once a company has defined its CRM strategy, modern technology is the enabler of that strategy and absolutely
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