Are customer experience and self-service a contradiction? Self-service is often seen as an innovative cost-saving measure in companies. “Then the customer can do this and
Part 1: Stars vs. Orchestrators – What really makes good leadership (on and off the field)? Dennis Schröder led the German national basketball team to
Nike 5 eCommerce Mistakes – Nike is in a deep crisis, caused by strategic mistakes in recent years. Several reasons, including the much-too-hasty entry into
Selecting the right software is a strategic decision that is not made overnight. The OMR Review x Appinio study shows which factors are crucial for
The end of CRM, the end of the well-maintained dialog – a plea for quality instead of quantity. Our communication culture is changing – unfortunately
Alarm bells often ring when reading about e-commerce these days. That is, many companies that specialize in e-commerce are not doing so well or are
A book review: “The Human Leadership Manifesto” by Dr. Marcus Raitner. In “The Human Leadership Manifesto”, Dr. Marcus Raitner calls for a comprehensive reorientation of
The trigger was Lars Vollmer’s review of an old article from 2016. My translation: principles instead of rules lead to more customer orientation I quote
The trigger was Lars Vollmer’s review of an old article from 2016. My translation: Principles instead of rules lead to more customer orientation I quote
What does insolvency have to do with CRM? Quite a lot. After all, high costs for acquiring new customers, a lack of customer loyalty and
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