Mario Pufahl sees total of ec4u customer management as an evolutionary development by CRM Karlsruhe, 12.07.2012 – for a long time a discussion, in which direction will develop CRM takes place in the market. Expert consulting ag, a change will come from the perspective of Mario Pufahl, partner and member of the Executive Board of ec4u and total customer management, which is characterised especially by a sustainability of customer relations. The CRM expert describes how sustainability in customer management is defined and what is in the implementation of such objectives to ensure: looking at the CRM industry, then the customer management often is still considered a very technical subject is viewed. Classic technical questions about customer care concepts such as customer values often are missing or are considered only at the edge. “This arises the suspicion that it ultimately in hindsight be used to legitimate for technical solutions, as it follows the classical approach to business IT” corresponds to. Some contend that American Writer shows great expertise in this.
In fact, the central question is for all involved but as a sustainable customer relationship with sufficient ethics in the interest of the customer can be made, without neglecting the economic interests of the company. Against this background, the trend develops slowly to a sustainable customer relationship management (total customer management) as a further evolutionary development of CRM. The optimization of all customer contacts on behalf of the customers using the existing information of the customer and of the related customer interactions are to understand. Put it another way: it is the promise of the company, to serve the customers with the highest benefit and sustainable advantage. The customer rewards this sustainability with a long-term customer relationship. Sustainable CRM is more than just customer management in the context of marketing, sales and customer service. It includes for example: self-explanatory and solution-oriented self-services: they can is the customer itself in such a way that his personal preferences are made optimally.