Customer Relationship Management (CRM) is one of the areas in the modern business where the COVID-19 pandemic has really accelerated already existing trends. The consumers are even more online than before and have become even more critical of suppliers than they were before. This makes great demands on businesses to always be updated on the latest knowledge about their customers, so they can deliver the best possible customer service based on data.
KPMG is an implementation partner with Salesforce, a market leader within CRM platforms, and by means of data we help organisations to get a simple overview of their customers and their interactions with the business.
In the videos below, Jacques Soelberg, Country Leader & Area VP in Salesforce Denmark, together with Flemming Lund, Partner, Technology Enablement, KPMG in Denmark, discuss some of the most interesting trends within CRM in 2021
We do not have time to wait for data to be updated during the night – they have to be available right this minute
Now, you have a critical consumer at the other end who is much more willing to challenge you.