Transform Your Retail Customer Service.

In many B2C retail organizations, customer service has evolved organically over time resulting in fragmented processes, heterogeneous system landscapes, and limited transparency across cost, quality, and business impact.

‍At the same time, expectations from both customers and management continue to rise when it comes to internal efficiency and service performance. Without a clear structural framework, CRM initiatives quickly turn into isolated measures—driving high effort with only limited and unsustainable impact.

This e-book provides a clearly structured blueprint that has been proven in consulting practice. It enables organizations to:

- Assess their maturity realistically
- Define a clear target vision and level of ambition
- Derive service processes, organizational setup, and CRM requirements
- Prepare informed management decisions without rushing into early tool decisions