Zusammenfassung
Dieser Beitrag zeigt auf, wie sich wichtige Geschäftsdimensionen über die Zeit verändert haben und wie sie heute vereinfacht charakterisiert werden können. Die Verwendung smarter Technologien ist heute mehr von zentraler Bedeutung und unterstützt Beziehungsprozesse effizient und effektiv. Diese erlauben es den Unternehmen, Kundenreisen besser zu verstehen und personalisierte Interaktionen zu gestalten. Zusätzlich wird beschrieben, welche digitalen, technologischen Entwicklungen für die Beziehungsgestaltung von besonderer Relevanz sind. Des Weiteren wird aufgezeigt, welche vier Beziehungsdimensionen die Kundenbeziehungen generell charakterisieren, inwiefern die smarten Technologien Einfluss auf die Kundenbeziehung und -gestaltung haben und wie diese Kundenkontaktpunkte, Lieferketten und Beziehungsdimensionen beeinflussen und sich auf bestehende und bewährte Kundenbeziehungen und -Kontaktpunkte auswirken.
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Avramakis, E. (2020). Wie „smarte Technologien“ das Management der Kundenbeziehung verändern werden. In: Stadelmann, M., Pufahl, M., Laux, D. (eds) CRM goes digital. Edition Sales Excellence. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-27016-2_16
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