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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Today’s customers are curious and use their smartphones even when they buy in shops. From research to purchase to payment – the smartphone has become an integral part of most customer’s shopping experience. Natalie Bührmann explains, how customers make use of their smartphones during shopping.

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More than 250 marketers took part in a study by Ascend2 and gave their input on email marketing strategies. One email format tops them all.

One of the biggest challenges in modern sales is the evolution of customer communication. More and more digital conversations are asynchronous which makes the „right moment“ to make a sell hard to detect.