Digitalization has completely transformed marketing. It has changed consumption habits, consumer behaviour, and purchasing processes. In addition, it has modified marketing strategies, tactics, and processes, offering a wide range of mechanisms that allow companies, of all types and sizes, to...

An increasing number of organizations are now implementing customer relationship management (CRM) systems to support frontline employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However,...

Die Umsetzung des vom BVR initialisierten Projekts Beratungsqualität durch die Primärbanken impliziert die Einführung der genossenschaftlichen Beratung - eines IT-gestützten, medienbruchfreien sowie rechtlich abgesicherten Beratungsprozesses. Das Zielbild ist die Implementierung...