Online shopping doesn’t end after a purchase. Many companies are now aware of this. But what does it take to be successful in the digital business in the long term? Whether B2C or B2B, it’s important to offer the customer added value beyond the product purchase. And how does that succeed? With all-round service. In the digital age, however, this is no longer exclusively in the hands of the sales department. So the challenge is to transfer the analogue customer relationships into digital. Important factor: Customer Relationship Management. But with the selection and introduction of a suitable CRM system it’s not done, because as well as the customers, a system wants to be understood and maintained.
Frequently this means a restructuring (if not a complete reorganisation) of organisational and process structures. MEVACO also experienced this. On 28 March 2019, Achim Ahrens, e-commerce manager at MEVACO GmbH, will give practical insights into the technical and internal requirements at Handelskraft 2019, which will entail the implementation of a CRM system. In our interview with him, he discusses the topic with us before the conference!