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CRM-Bestandsaufnahme und Nutzungsrolle im Querschnitt aktueller Trends und Entwicklungen

In: Effektives Customer Relationship Management

Author

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  • Benjamin Birker

Abstract

Zusammenfassung Die vielen Begrifflichkeiten im Zusammenhang mit CRM werfen die Frage auf, ob es nur eine Elastizität der ursprünglichen Philosophie „alles für den Kunden“ ist. Um die neuen technischen Möglichkeiten entstand ein Hype, der ständig neue Impulse gab und zu einer Vielzahl von CRM-Varianten führte. CRM-on-Demand, Open-Source-Lösungen und das Outsourcing von CRM-Modellen sind derzeit im Trend. Doch trotz technologischer Entwicklungen bleiben Begriffe wie Kundenwert und Kundenlebenszyklus von Bedeutung. Das Verständnis „alles für den Kunden“ hat sich nicht substituiert, denn Kundenmanagement ist zeitlos. Wurde lediglich viel Aufwand in die Schaffung verschiedener Begrifflichkeiten gesteckt?

Suggested Citation

  • Benjamin Birker, 2024. "CRM-Bestandsaufnahme und Nutzungsrolle im Querschnitt aktueller Trends und Entwicklungen," Springer Books, in: Stefan Helmke & Matthias Uebel & Wilhelm Dangelmaier (ed.), Effektives Customer Relationship Management, edition 7, pages 83-100, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-42411-4_6
    DOI: 10.1007/978-3-658-42411-4_6
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