Customer centricity
It’s nothing new, that customer satisfaction ensures economic success. How is CRM changing through digital transformation? What changes are to be made, to ensure traditional business models do not fall by the wayside? In order to succeed in the process of digitization in CRM, data management is becoming a challenge as well. For example, all customer information that is available should be digitally translated and intelligently evaluated, in order to be made accessible for further use for the employees. With a simultaneous increase in the number of individual customer requests, the service employee must quickly process and answer questions. Sales can benefit from access of up-to-date customer data and reporting. In marketing, many activities such as advertising and audience analysis can be automated. However, CRM must also be able to integrate all customer touchpoints.
A variety of online customer contact points, calls and new voice media must be integrated into the CRM of tomorrow, so that the customer satisfaction across all channels in the future will contribute to the company's success.
Tuesday, November 20th
from 9.10 a.m.
PRESENTATIONS
from 12.30 p.m.
WORKSHOPS
from 7.30 p.m.
Gala Dinner & Casino Night
Wednesday, November 21st
from 8.30 a.m.
PRESENTATIONS
from 11.00 a.m.
WORKSHOPS
from 3.40 p.m.
Farewell Drink
Althoff Grandhotel Schloss Bensberg
The 5-star luxury hotel awaits you with breathtaking panoramic views, 3-star gourmet moments and all in a uniquely royal setting.
The best way to get together
How is good customer relationship management designed against the background of an increasingly digital world? This is discussed by CRM experts and managers. Providers and users deepen their know-how on Customer Excellence, Customer Centricity and Customer Journey through presentations, workshops and dialogues.
Share your experience in AI, analytical CRM, and employee enablement for a better way to engage and retain customers. Together with potential solution partners find the right software for your customer service. See how strategic change management will optimize customer relationship management on a long term. Contribute to the event success with your expert knowledge on CRM systems, integration of customer touchpoints and individual customer address strategies.
We are looking forward to your participation!
Current Congress Capacity
Here you will get an up-to-date overview of the current capacity utilisation of this event.
Current Congress Capacity
Here you will get an up-to-date overview of the current capacity utilisation of this event.
For the planning of your participation we ask for consideration of the following utilization indicator.
Customer Relationship Management
For the planning of your participation we ask for consideration of the following utilization indicator.
Customer Relationship Management News
All the latest news about Customer Relationship Management in a nutshell.