An essential guide to managing digital transformation in customer relationship management, published by the renowned Springer Gabler publishing house.
Frankfurt, Germany – February 26th 2025
A brand-new, practice-oriented, and forward-looking book from our CRM experts at DIGITALL offers valuable insights for professionals looking to embrace the most up-to-date strategies in sales, marketing, and service.
In today’s digital era, customer relationship management (CRM) has undergone significant evolution, taking on new forms that require businesses to adopt innovative approaches to navigate these transformations and thrive in this new landscape. Our CRM experts address this challenge in the newly published book “CRM Goes Digital,” released worldwide by Springer Nature in English. The publication serves as a comprehensive guide for professionals, providing essential knowledge and insights into designing and utilizing digital customer interfaces in marketing, sales, and service.
Packed with 22 chapters, “CRM Goes Digital” is written by and for academic, consulting, and company experts who appreciate both a theoretical and practical perspectives on CRM. It presents the latest advancements in CRM digitalization, featuring inspiring success stories and real use cases from various industries. Moreover, it offers actionable recommendations based on the latest research insights into business and management.
Key topics include omnichannel and mobile CRM concepts, a 360-degree customer view, Big Data, new approaches to customer experience and loyalty, applications of artificial intelligence, social media tools, and other related topics. The book also unveils future developments in customer management using digital CRM (dCRM) and smart technologies, as well as the optimization of products and services. Other focal points include sales management and the enhancement of sales performance through a radical commitment to customer orientation.
“CRM Goes Digital” is now available as an eBook, with the hardcover edition set to be released in mid-March 2025.
About the authors
Sabine Kirchem is the Vice President of Marketing and Communications at DIGITALL, bringing 30 years of experience as well as vast expertise in current trends and technologies. She has authored several studies, books, and numerous articles on customer management and marketing.
Dr. Martin Stadelmann is an expert in advanced customer management, helping companies implement holistic CRM strategies. He is an associate lecturer at the University of St. Gallen and co-founder of the “Master of Advanced Studies in CRM” program at Zurich University of Applied Sciences, as well as the Swiss CRM Expert Forum.
Mario Pufahl is the Chief Sales Officer at DIGITALL, bringing over 20 years of digitalization experience for DAX, M-DAX, and medium-sized companies. He is a recognized expert, lecturer, management consultant and long-standing Springer author focused on sales, CRM and sales controlling.
David Laux is the CEO of DIGITALL, an active business angel and investor in innovative startups, and an advisory board member at several European companies. Renowned for his visionary leadership, he combines a growth focus with innovative thinking and a commitment to business objectives, all while maintaining a human touch.
About DIGITALL
DIGITALL is a European provider of digital solutions and services with over 20 years of experience in the global market. The company offers a comprehensive range of innovative solutions and services that support core business processes in critical areas such as CRM & Workplace, Cyber Security, Data & AI, Digital Consulting, ESG, Software Engineering, and Cloud & Managed Services.
DIGITALL has established strong partnerships with leading technology vendors and is a key partner of Microsoft, Salesforce, and ServiceNow in Europe, providing consulting, implementation, and reselling support. With a dedicated team of 1000 experts operating from 16 locations across 8 countries, DIGITALL maintains a global presen