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March 6, 2026

Customer Journey im CRM messbar machen: Touchpoints, KPIs und „Next Best Action“

Making the customer journey measurable in CRM: Touchpoints, KPIs, and “Next Best Action”

06.03.2026 No Comments

Many teams have CRM data, but no measurable customer journey. This article shows how to define touchpoints, select KPIs for each phase, and build a next-best-action logic. With SugarCRM dashboards, workflows, and a practical example from an agile implementation. Plus statistics, 10 KPI ideas, and a checklist for immediate implementation, so that sales, marketing, and service can act and prioritize based on data.

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CRM-Workflows für Vertrieb & Service: 12 Automationen, die wirklich helfen

CRM workflows for sales & service: 12 automations that really help

06.03.2026 No Comments

Workflows turn CRM data into real processes. We show 12 automations for sales and service that really help in everyday life: Lead routing, response time SLAs, follow-up on offers, stage gates, case triage, SLA escalation, and onboarding tasks. Including statistics, tables, and checklists, as well as a practical example of an agile phased introduction – for less rework, more transparency, and better closing and service quality with clear accountability within the team.

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