DMR | Detecon Management Report
TOP-ARTICLE CRM, Sales & Service
On Your Way to Service Excellence
Mastering the balancing act between reduction of complexity and individualization
Dr. Andreas Lucco, Peter Tüscher, Simone Kansy
The human factor is a key component of service excellence, which is why the appropriate use of supporting technologies is dependent on the customer emotional potential and the performance of the service itself.
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ARCHIVE CRM, Sales & Service
André Deuker, Clemens Aumann, Dr. Andreas Albers, Hannes Duschinski
‘Tis More Blessed to Receive than to Search
Why we will turn our interaction over to smart agents
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Andreas Meider, Jörg Recktenwald, Patrick Eberwein, Torsten Oppel
Connection Established
Always Connected Cars Link Customers en route
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Dr. Britta Cornelius, Dr. Christian Kleinhans, Dr. Mike Radmacher
Always On
How Retailers can Exploit the Many Different Opportunities of the Mobile Internet
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Dr. Andreas Lucco, Katja Schwab, Rolf Lichter, Viktoria Salma
CRM 2015
“Treat me like I am the only customer in the world!”
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