The German CRM Forum begins with a bang: The key note by Steven Van Belleghem entitled “CUSTOMERS THE DAY AFTER TOMORROW”. One of his countless notable examples was that Wal Mart’s Personal Delivery service enables its own employees to take over the delivery service (instead of UPS, FedEx or Hermes) and now also delivers goods right into the customer’s refrigerator. Accompanied by a live video camera. So the customer sees that everything is in order.
And he reinforces our thesis: The stronger platforms like Amazon & Co. become, the more important is customer relationship. If you want to see and hear more from him, you can watch his video here.
An interesting study was presented at the German CRM Forum by Markus Weber (Muuuh-Group) One of the aims of the study was to find out what the current state of CRM activities in Germany is like. Over 800 interviews were conducted. Some of the results are not so pleasing, but self-knowledge is the first way to improvement. In any case, it is worth reading the study.
At the end of the first day, Robert Seeger, now a regular guest – uh regular speaker at the German CRM Forum, got the audience excited. With the thesis “UNZUFRIEDENHEIT ALS KLEBSTSTOFF DER KUNDENBINDUNG” he provoked everyone away from the liver. Nevertheless, every listener quickly realizes: Every mistake and every complaint is a gift, a chance for customer satisfaction and much better customer loyalty.
On the second day Anne M. Schüller opened with her lecture “WHAT CUSTOMER CENTERING REALLY MEANS TODAY”. She made a plea for the dissolution of silos, only then can customer centricity really be lived. Anyone who has missed her or would like to read more about her will find great suggestions en masse in her new book “The Orbit Organisation“, which we recently reviewed.
Traditionally, Martin Nitsche ends the two-day German CRM Forum. His keynote speech is entitled “POSTHUMANES CRM – Love Robot Harley Davidson & Apple? As always, Martin will use tangible examples to describe why the use of technology is worthwhile, but does not work properly without the human factor.
Picture: German CRM Forum
Note: This is a machine translation. It is neither 100% complete nor 100% correct. We can therefore not guarantee the result.