{"id":7217,"date":"2014-04-15T16:59:44","date_gmt":"2014-04-15T16:59:44","guid":{"rendered":"https:\/\/www.bpa-solutions.net\/?p=7217"},"modified":"2023-05-09T04:43:36","modified_gmt":"2023-05-09T04:43:36","slug":"empathie-zahlt-unterm-strich-crm-kann-lucken-schliesen","status":"publish","type":"post","link":"https:\/\/www.bpa-solutions.net\/de\/empathy-matters-bottom-line-crm-can-close-gap\/","title":{"rendered":"Warum Empathie f\u00fcr Ihr Gesch\u00e4ftsergebnis wichtig ist und wie CRM diese L\u00fccke schlie\u00dfen kann"},"content":{"rendered":"<p>Warum wird Empathie heute im Bereich CRM h\u00f6her bewertet? Hier ein Hinweis aus dem Experience-Ratings-Bericht 2014 der Temkin Group: Unternehmen aller Art k\u00e4mpfen mit der emotionalen Erfahrung ihrer Kunden.<\/p>\n<ul>\n<li>In 19 untersuchten Branchen lag die Bewertung des emotionalen Erlebnisses hinter der Bewertung der Funktionalit\u00e4t oder Zug\u00e4nglichkeit zur\u00fcck.<\/li>\n<li>Die am besten bewerteten Unternehmen haben nur einen Satz im Bereich von 70% (\"Okay\").<\/li>\n<li>Viele Unternehmen (vor allem im Gesundheitswesen, bei Mobilfunk- und Internetanbietern) bewerten nicht h\u00f6her als 30%-40%.<\/li>\n<\/ul>\n<p>Dies sind alarmierende Zahlen, wenn Sie der Meinung sind, dass sich die Kundenerfahrung direkt auf das Endergebnis auswirkt, unabh\u00e4ngig davon, ob Sie sich auf B2B (Business to Business) oder B2C (Business to Consumer) CRM konzentrieren. Die Verbesserung des Kundenerlebnisses bedeutet eine Verbesserung der Kundenbindung - was einen viel besseren ROI hat als teure Bem\u00fchungen, neue Kunden zu gewinnen.<br \/>\nAber was hat das emotionale Erlebnis eines Kunden mit Empathie zu tun, und wie wirkt sich dieses ganze emotionale Durcheinander \u00fcberhaupt auf Ihr CRM aus?<\/p>\n<p>Merriam-Webster definiert Empathie als \"das Gef\u00fchl, dass man die Erfahrungen und Emotionen einer anderen Person versteht und teilt\". Empathie ist der Baustein f\u00fcr Beziehungen, und CRM steht schlie\u00dflich f\u00fcr Customer Relationship Management. <span class=\"strongBPA\">CRM muss dazu beitragen, diese Beziehungen aufzubauen, wobei das Einf\u00fchlungsverm\u00f6gen sowohl f\u00fcr Kunden als auch f\u00fcr Mitarbeiter an der Front von Anfang an eingebaut und nicht erst sp\u00e4ter hinzugef\u00fcgt wird.<\/span><\/p>\n<p>Heutzutage bauen wir mit Hilfe von Technologie, insbesondere mobiler Technologie, schnell Beziehungen auf. In der Studie \"Top Trends of CRM in 2014\" von Forrester Research hei\u00dft es: \"The Mobile Mind Shift Will Force CRM To Evolve Quickly\". Weiter hei\u00dft es, dass die Implementierung mobiler L\u00f6sungen \"ein komplexes B\u00fcndel von Entscheidungen in Bezug auf Technologie, Prozesse und Mitarbeiter erfordert\".<\/p>\n<p><span class=\"strongBPA\">In dieser Liste m\u00fcssen die menschlichen Entscheidungen an erster Stelle stehen.<\/span> Ihre CRM-L\u00f6sung muss es Ihnen erm\u00f6glichen, Ihre Technologie als Werkzeug zum Aufbau Ihrer Beziehungen zu nutzen. Das bedeutet, dass Sie die Erfahrungen und Emotionen der Menschen bereits in einem fr\u00fchen Stadium des Prozesses der Einf\u00fchrung einer CRM-Strategie und -Technologie ber\u00fccksichtigen m\u00fcssen. Ihr CRM sollte die Struktur sein, mit der Sie wichtige Beziehungen entwickeln.<\/p>\n<p>BPA ist f\u00fchrend in der Bereitstellung von Tools, die bessere Beziehungen, eine bessere Zusammenarbeit und ein effektiveres CRM erm\u00f6glichen. <span class=\"strongBPA\">Die mobilen L\u00f6sungen von BPA bieten Flexibilit\u00e4t, Komfort und Benutzerfreundlichkeit, damit Sie sich auf das Wesentliche konzentrieren k\u00f6nnen: den Aufbau von Beziehungen.<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Why is empathy valued more highly today when it comes to CRM? Here\u2019s a clue from the Temkin Group\u2019s 2014 Experience Ratings report: companies across the board struggle with their customer\u2019s emotional experience. Across 19 industries studied, scores for emotional experience lagged behind the functionality or accessibility customer experience scores. The highest-rated companies have a [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[90],"tags":[],"class_list":["post-7217","post","type-post","status-publish","format-standard","hentry","category-townsend-tips"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why Empathy Matters to Your Bottom Line, and How CRM Can Close the Gap - BPA Solutions<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bpa-solutions.net\/de\/empathie-zahlt-unterm-strich-crm-kann-lucken-schliesen\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Empathy Matters to Your Bottom Line, and How CRM Can Close the Gap - BPA Solutions\" \/>\n<meta property=\"og:description\" content=\"Why is empathy valued more highly today when it comes to CRM? Here\u2019s a clue from the Temkin Group\u2019s 2014 Experience Ratings report: companies across the board struggle with their customer\u2019s emotional experience. Across 19 industries studied, scores for emotional experience lagged behind the functionality or accessibility customer experience scores. 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