Rethinking Customer Service – Implementing a Platform Strategy with the Market-Leading CRM System
summary
Arlene Bühler explains redesigning customer service at DB Cargo AG by implementing a platform strategy built on the market-leading CRM system. The talk covers using that CRM as the central technology to integrate services, streamline processes and improve customer interactions across the organization.
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chapters (5)
- 0:00DB Cargo challenges
- 4:24Salesforce platform choice
- 9:04CRM transformation success
- 13:57Next steps and growth
- 19:12Summary
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