It has become an annual tradition to ask my colleagues at ec4u which trends and topics they deem most interesting and/or important for the new year. Let’s find out what they replied.

The cultural and digital transformation also impacts the behavior of B2B customers. If we look at current studies and how B2B customers act throughout their buying cycle it shows: times have changed.

Benchmarks are popular tools to adapt and optimize processes, systems and methods. What are other companies doing, what are current trends and what works? But if you lose sight of your own customer base and only concentrate on benchmarks, you might get lost in the hype.

When speaking about Customer Journey Management, Outside-In and Inside-Out views are often mentioned. But what do these views mean and should you use one of them or can you combine them?

More and more companies decide to implement a CRM system. But proper customer relationship management needs a software that can do it all.

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„Nobody is perfect“, „honest mistakes“ and the new culture of celebrating failures – it’s normal that something goes wrong, even on a customer journey. A well-executed and heartfelt apology can not only mend things but even strengthen relationships.

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For the opening keynote of our virtual conference Digital Thoughts on May 23rd, Jochen Werne, Director Marketing & Authorised Officer at Bankhaus August Lenz, talked about opening up to the digital transformation. It turns out, what we associate with technology and what it actually offers are often two completely different things.

Amazon and other online retailers are apparently responsible for the dwindling numbers of stationary customers. But is this really true and are „classical“ stores really struggling?

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A good customer experience doesn’t need to be perfect to the nth degree. But companies need to be open when it comes to mistakes. If you ignore obvious gaps in the customer journey, social media users will find a way to make them public.

The stationary trade has long feared that due to the growing number of digital channels customers will turn their back to traditional brick & mortar stores. But many customers use online channels as starting point for all their product researches.

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