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Community News, MAG 15-06

Digital transformation demands new CRM strategies

Comparative study identifies hesitant implementation of forward-looking approaches in customer management.
E-3 Magazine
June 22, 2015
Content:
2015
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This text has been automatically translated from German to English.

The discussion on digital transformation is also leaving clear traces in the CRM strategies of companies. According to a recent comparative study, they are increasingly facing redefinition.

According to the survey of more than 200 sales and marketing managers, only one-fifth of them are very satisfied with their current circumstances in customer management, and for a further 31 percent this applies with some reservations.

This means that the proportion of companies in which there is clear dissatisfaction with CRM conditions has risen by eleven percent within a year. The main reasons for critical assessments on the part of users lie particularly in obvious weaknesses in CRM processes.

Here, seven out of ten of those surveyed see a clear need for optimization. The same applies to the strategic orientation of customer management, which 68 percent feel is currently not clear enough.

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