Customer Management

The vision of a holistic customer management is to increase the Potentials coming from the relationship to the customer and thus the value of the customer for the enterprise and at the same time to provide a higher use to the customer.
The way to achieve this goal is a long one. Strategic, organizational and technical questions must be answered in order to find solutions to these conflicting issues:

Does Customer management (cm) make any sense?
How should the cm processes be organized?
How can Customer Relationship be made profitable?
Is Customer Relationship organized in a profitable way?
How should the Change Management strategy looks like
How much IT is necessary for a successful cm?