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Clemens von Dincklage

CRM-Plattform oder Branchenlösung?

CRM Platform or Industry Solution? How to Choose the Right CRM Approach

Choosing between a flexible CRM platform and an industry-specific CRM solution is a strategic decision. Industry solutions can offer a faster start with predefined processes, while CRM platforms provide more flexibility for growth, integrations, and customization. This article explains when each approach makes sense and how companies can make the right long-term CRM decision.

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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”

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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