C-Suite Customer Journey

Customer relations in the B2B top segment stand out due to their special complexity and sensitivity with high customer value. With quantitative...

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Mind the Gap!

A plea for segmentation in customer satisfaction research. Standard models deployed to deliver customer satisfaction analysis are capable of recording the status...

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Far away?

DGlobalisation continues to press ahead, making worldwide communication ever more important. To support multinational companies in their global campaigns, DHL developed an...

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Stakeholder perspectives

A plea for the use of qualitative methods, including with long-established studies. Even with long-term, successful quantitative monitoring a qualitative study can...

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“Aldi today, Armani tomorrow”

What to do in competitive markets with numerous customers willing to switch? With typology that permits individual customer classification it becomes possible to...

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