• Wolf Engelbach
    Dr. Wolf Engelbach

    Information Management


    Fraunhofer IAO
    Nobelstraße 12
    70569 Stuttgart, Germany

    • Phone +49 711 970-2128
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Enduring business success depends on efficient and carefully organized customer relations management. This applies as much to the B2C sector as to the B2B market.

An individual approach, a personalized range of products, continuous accessibility and conveying an emotive quality in the shopping experience, these are all pre-conditions towards satisfying customers and building loyalty over the long term. Our comprehensive services help companies to improve the effectiveness of how they manage their customer relations.

Some examples:

  • Planning and creating customer dialogue
  • Preparing CRM specifications relevant to the specific CRM support required to provide the basis for CRM system selection
  • Creation and introduction of multi-channel management
  • Methods for user-centered innovation and crowd sourcing
  • Segmentation of customer fields and compilation of user taxonomies
  • Measurement and benchmarking of customer satisfaction
  • Creation of concepts for the use of automats, web offers and mobile services
  • Process optimization in customer relations management
  • Utilization of semantic technologies for automated evaluation processes

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