CRM Goes Digital : Design and Use of Digital Customer Interface in Marketing, Sales and Service

Part I: Plan -- The CRM Competence Model: The Basis of Consistently Customer-Oriented Company Design -- People and Organization in the CRM Competence Model: New Approaches to Organizational Development on the Way to a Customer-Centric Company -- The Exploded View as a Frame of Reference for More Successful CRM -- Performance Management: Leadership in the Digital Transformation -- On the Way to Digital CRM (dCRM) - The Transformation of Customer Management -- Sales Performance Management: Excellence in CRM with Digital Control Concepts -- Building a Next-Generation Digital Marketing Strategy -- Part II: Use -- Customer Behavior in the New Normal: What is temporary and What Will Remain? -- Swiss Re Corporate Solutions: Transforming a Traditional CRM System into a Customer Engagement Management (CEM) Solution -- Trigger-Based Marketing: Tiki-Taka for Digital Customer Relationship Management -- Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence -- The Digitalization of Customer Contact in Healthcare -- Part III: Implement -- How To Get a 360° Customer View -- Implementing the Customer Interface of the Future: Requirements for Business and Technical Architecture -- Explore the Right Personas for Successful Marketing, Sales, and Service -- Agile Design and Implementation of Digital Offerings: Holistically Realizing Customer Goals, Business Requirements, and Technical Implementation -- Voice and Speech Recognition for Banks and Insurance Companies -- Part IV: Optimize -- Digital CRM – From Disruption to Business Model -- Using Customer Data and Feedback to Optimize Products and Services -- How "Smart Technologies" Will Change Customer Relationship Management -- Customer Experience of Today and Tomorrow -- Behavioral Economics and CRM: Improved Prediction of Customer Behavior.