Customer Relationship Management
Introduction
Customer & Company Interface
The position of customers is increasingly strengthened by digitalization. Digitalization not only provides customers with better information, it also makes them more confident and enables them to network on a large scale – among themselves and with companies. New digital technologies influence their information basis, decisions and actual purchases and thus bring about changes in behavior. Optimizing the growing number of interfaces to the customer is becoming increasingly difficult for companies and depends heavily on the stage of digital development companies are currently in. Our research shows that digitalization strongly influences established customer relationships and customer processes. Therefore, it is more important than ever to focus on and research the wishes, needs and behavior of customers.
Our expertise team in Customer Relationship Management (CRM) is dedicated to a comprehensive examination of the interfaces between companies and their customers in five research areas. In these areas we drive research forward, publish scientific and practical contributions, offer opportunities to teach and learn, and support external partners in developing and implementing solutions to their individual challenges.
Data & Privacy
Not only social media, but also the advancing digitalization in general enables companies more and more to store and evaluate the increasing amount of available customer data in order to gain competitive advantages. A major challenge for companies is to ensure an appropriate level of data integration and data quality in spite of vast amounts of data. Customers are also aware of the possibilities offered by digitization, sensitive to data protection and decide on the release of their data according to individual calculations. The research focus on Data & Privacy is on the one hand on the measurement and economically reasonable improvement of customer data quality as important success factors for companies. On the other hand, approaches are being pursued to make the customer’s privacy calculation more transparent, for example by investigating the effects of data protection measures on customer satisfaction. You can find more detailed information on this topic in our data protection brochure. Exciting thematic interfaces arise with our expertise team in IT Security & Data Privacy, which illuminates the topic from a more company-focused perspective.
Interaction & Integration
The research area Interaction & Integration analyzes developments and changes in the relationship between companies and their customers in digital and electronic markets. Research projects in this area are devoted to new possibilities of customer interaction in multi- or omni-channel environments, the integration of customers into business processes, and the integration of companies into customer processes. The aim is to design such processes more efficiently along the value chain while at the same time increasing customer satisfaction. In addition, the effects of technological developments such as Artificial Intelligence (AI) or Internet of Things (IoT) on the interaction between companies and customers will be investigated.
Social CRM
Social media form a special environment for customer interaction and integration. Social networks create many different combinations and extensions of the basic communication channels: from the company to the customer, from the customer to the company and between customers. The research field of social media is addressed within the Social CRM research area. Previous research contributions in this area not only analyze the new communication flows that have emerged in this environment, but also question in particular the relationship between companies and customers within social networks. They decipher present phenomena and deal with the position and role of individual customer types. Constant new developments and phenomena such as echo chambers and the handling of fake news within social media ensure that the research focus Social CRM is always in line with the current state of research and continuously expands it.
Ethics & Sustainability
A key factor influencing customer satisfaction is value-oriented, sustainable corporate management that pursues social and ecological goals in addition to economic goals. For some time now, the topics of sustainability and corporate responsibility have been receiving a great deal of attention in science and practice. The increasing demand from customers for more sustainability is the source of many research ideas and questions in practice. These are grouped together in the research area Ethics & Sustainability, which focuses on the integration of sustainability in CRM. In addition, the research projects examine the effects of ethical considerations and convictions on customer decisions as well as ethical aspects of automated, algorithmic decisions.
Customer Experience
With regard to customer experience, there are numerous factors influencing customer satisfaction and behavior that are examined within this research area. The decisive factors and their effects can be very different. For example, while cultural differences can influence the perceived quality of a service and consequently customer satisfaction, the increasing digitalization of information and offers leads to a changed shopping behavior and the so-called “hybrid” customer, who shows different behavior in different situations. Furthermore, some of our research projects deal with the fact that customers do not always behave rationally. They are often subject to a strong emotional influence that guides their decisions. The questions within this research focus are primarily addressed by means of empirical research approaches. The aim is to examine and analyze the entire customer journey and to better understand new areas such as Proactive Services and IoT Commerce.
Curious?
Our activities
Das Kernkompetenzzentrum FIM beschäftigt sich mit relevanten Realweltproblemen sowohl in öffentlich geförderten Grundlagenforschungsprojekten als auch in angewandten Forschungsprojekten mit Praxispartnern. Dabei erarbeitet es gemeinsam mit seinen Partnern einzigartige und neuartige Lösungen auf Basis seiner Einblicke in den aktuellen Stand der Forschung, seiner praktischen Erfahrung sowie der Interdisziplinarität und Begeisterung seines Teams. Ausgewählte Projekte sind:
- RAPS GmbH & Co. KG:
Konzeption und Entwicklung von digitalen Services für das Fleischerhandwerk
- Flughafen München:
– Shadowing-Studie für ein besseres Verständnis des Passagierverhaltens
– Ökonomische Bewertung der Customer Experience
– Unterstützung einer Ausschreibung für Primärerhebungen zur Evaluation der passagierbezogenen Leistungen und Passagierstrukturen
– Entwicklung eines integrativen Qualitätssteuerungskonzepts
- MAI ILQ (2018 – 2021):
Inline Produktions- und Qualitätskontrolle bei der Fräsbearbeitung von metallischen und CFK-Produktionsanwendungen
Projektziel: Data Analytics und IoT-basierte Wertsteigerung in der spanenden Bearbeitung mittels unternehmensübergreifendem, souveränem Datenaustausch ohne Know-how-Verletzung als Basis für KI-basierte Industrie-4.0-Produktionsprozesse und Inline Qualitätskontrolle - Stadtquartier 2050 (2018 – 2023):
Zukunftsgerechte Neugestaltung zweier Stadtviertel in Stuttgart und Überlingen (gefördert durch das Bundesministerium für Bildung und Forschung (BMBF)) - ODH@Bochum-Weitmar (2019 – 2022):
Open District Hub e.V. (ODH), Projekt im städtischen Wohnquartier Bochum Weitmar (gefördert durch das Bayerische Staatsministerium für Wirtschaft, Landesentwicklung und Energie)
Projektziel: Entwicklung von einem energieeffizient betriebenen Wohnquartier mit lokal erzeugten, erneuerbaren Energien und mit Hilfe intelligenter Systeme
Studies
The following studies, whitepapers and books were developed on the basis of research work and in cooperation with partners in industry:
Data privacy: Necessary bureaucracy or competitive advantage in dealing with digital customer data?
Scientific publications
In this area of expertise, we have published the following research papers in academic journals and at international conferences:
Moral agency without responsibility? : Analysis of three ethical models of human-computer interaction in times of artificial intelligence (AI)in: De Ethica, 2020 | Fritz, AlexisBrandt, WiebkeGimpel, HennerBayer, Sarah | |
IoT-commerce : opportunities for customers through an affordance lensin: Electronic Markets, 2020 | Bayer, SarahGimpel, HennerRau, Daniel | |
When does it pay off to integrate sustainability in the business model? : A Game-Theoretic Analysisin: Electronic Markets, 2019 | Gimpel, HennerGraf-Drasch, ValerieKammerer, AlexanderKeller, MaximilianZheng, Xinyi | |
Privacy Bots : Digitale Helfer für mehr Transparenz im Internetin: Datenschutz und Datensicherheit, 2019 | Nüske, NiclasOlenberger, ChristianRau, DanielSchmied, Fabian | |
Bank Customers’ Decision-Making Process in Choosing between Ethical and Conventional Banking : A Survey-Based Examinationin: Journal of Business Economics = Zeitschrift für Betriebswirtschaft, 2019 | Bayer, SarahGimpel, HennerSarikaya, Serkan | |
A comprehensive model for individuals’ acceptance of smart energy technology : a meta-analysisin: Energy Policy, 2019 | Gimpel, HennerGraf, VanessaGraf-Drasch, Valerie | |
Consumer Motives for Peer-to-Peer Sharingin: Journal of Cleaner Production, 2018 | Hawlitschek, FlorianTeubner, TimmGimpel, Henner | |
Understanding FinTech Start-Ups : A Taxonomy of Consumer-Oriented Service Offeringsin: Electronic Markets, 2018 | Gimpel, HennerRau, DanielRöglinger, Maximilian | |
Der unbekannte Kunde : Potenziale der Integration von Kundendatenin: HMD Praxis der Wirtschaftsinformatik, 2018 | Gimpel, HennerSchmied, FabianStöber, Anna-Luisa | |
Mindfully going omni-channel : An economic decision model for evaluating omni-channel strategiesin: Decision Support Systems, 2018 | Hosseini, SabiöllaMerz, MarieluiseRöglinger, MaximilianWenninger, Annette | |
The Disclosure of Private Data : Measuring the Privacy Paradox in Digital Servicesin: Electronic Markets, 2018 | Gimpel, HennerKleindienst, DominikusWaldmann, Daniela | |
Between Death and Life : A Formal Decision Model to Decide on Customer Recovery Investmentsin: Electronic Markets, 2018 | Kleindienst, DominikusWaldmann, Daniela | |
Daten monetarisierenin: Neugebauer, Reimund: Digitalisierung : Schlüsseltechnologien für Wirtschaft und Gesellschaft, Springer Vieweg, Berlin, 2018 | Gimpel, Henner | |
The Upside of Data Privacy – Delighting Customers by Implementing Data Privacy Measuresin: Electronic Markets, 2018 | Gimpel, HennerKleindienst, DominikusNüske, NiclasRau, DanielSchmied, Fabian | |
Customer Experience Management : Kontinuierlicher Kreislaufin: BankInformation, 2017 | Gimpel, Henner | |
Customer Satisfaction in Digital Service Encounters : The Role of Media Richness, Social Presence, and Cultural Distancepresented at: 24th European Conference on Information Systems (ECIS), Istanbul, Turkey, 2016 | Gimpel, HennerHuber, JohannesSarikaya, Serkan | |
Customer Experience Versus Process Efficiency : Towards an Analytical Framework About Ambidextrous BPMpresented at: 37th International Conference on Information Systems (ICIS), Dublin, Ireland, 2016 | Afflerbach, PatrickFrank, Leonhard |
In addition to its project activities, the FIM Core Competence Centre is committed to promoting the exchange of knowledge with colleagues from research and practice. Selected activities are:
- The value of data in businessm research and society/Frankfurt/efl Spring Conference (2020): Lecture on a techno-economic perspective on the confidential handling of data
- European Conference on Data Analysis (ECDA 2019), Bayreuth: Involvement in the programme committee
- DigIT Banken & AI, Wiesbaden, 2018: Scientific chair and moderation
- 26th European Conference on Information Systems (ECIS 2018), Portsmouth, UK: Engagement in the Tracks „Social Media in Business and Society“ and „Financial Technology (FinTech), Blockchain and the Internet of Value“
- 25th European Conference on Information Systems (ECIS 2017), Guimarães, Portugal: Engagement in the Tracks „Service Innovation, Engineering and Management“, „Social Media in Business and Society“ and „Financial Technology (FinTech) and the Digitization of Financial Services“
- DigIT Finance Digital Disruption & Transformation for Banks & Insurance, Frankfurt am Main, 2017: Scientific chair and moderation
- Double-Conference Digitale Transformation & Digitale Customer experience, Berlin, September 2016: Scientific chair and moderation
- 24th European Conference on Information Systems (ECIS 2016), Istanbul, Turkey: Engagement in the Tracks „Service Innovation, Engineering, and Management“ and „Social Media in Business and Society“
- DigIT Finance Digital Disruption & Transformation for Banks & Insurance, Wiesbaden, 2016: Scientific chair and moderation
University of Augsburg
- Customer Relationship Management (Lecture, Bachelor)
- Customer Relationship Management (Seminar, Bachelor and Master)
- Case study seminar “The website as a strategic tool for SMEs“ (Seminar, Bachelor)
- Sustainable Management (Lecture, Master)
- Supplementary program Digital Leadership Academy (Bachelor and Master)
Further information can be found on the page Teaching.
University of Bayreuth
- Customer Relationship Management (Lecture, Bachelor)
- Customer Relationship Management (Seminar, Bachelor and Master)
- Case study seminar “The website as a strategic tool for SMEs“ (Seminar, Bachelor)
- Sustainable Management (Lecture, Master)
- Supplementary program Digital Leadership Academy (Bachelor and Master)
You can find further information here.
