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How “Smart Technologies” Will Change Customer Relationship Management

In: CRM Goes Digital

Author

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  • Evangelos Avramakis

    (Swiss Reinsurance Company Ltd)

Abstract

This chapter shows how key business dimensions have changed over time and how they can be simply characterized today. The use of smart technologies is more central today, supporting relationship processes efficiently and effectively. Smart technologies allow companies to better understand customer journeys and design personalized interactions. The chapter will also describe which digital, technological developments are of particular relevance for relationship design. Furthermore, it will show which four relationship dimensions characterize customer relationships in general, to what extent smart technologies impact customer relationships and design, and how these influence customer touchpoints, supply chains, and relationship dimensions, and impact existing and established customer relationships and touchpoints.

Suggested Citation

  • Evangelos Avramakis, 2025. "How “Smart Technologies” Will Change Customer Relationship Management," Management for Professionals, in: Sabine Kirchem & Martin Stadelmann & Mario Pufahl & David Laux (ed.), CRM Goes Digital, pages 261-279, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-658-45798-3_20
    DOI: 10.1007/978-3-658-45798-3_20
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