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...zur Publikation
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...zur Publikation
Globalisation continues to press ahead, making worldwide communication ever more important. To support multinational companies in their global campaigns, DHL developed an...zur Publikation
A plea for the use of qualitative methods, including with long-established studies. Even with long-term, successful quantitative monitoring a qualitative study can...zur Publikation
“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...zur Publikation