dgroup • Customer Relationship Management (CRM) is essential for the future of retailers

Most retailers of today are completely exchangeable from a customers' point of view. Products and prices are the same and thus no means for differentiation any more. To survive, retailers must continuously deliver a value beyond their core offerings. We advise retailers to focus on CRM to master that challenge, where we understand CRM as a holistic approach that puts customers at the heart of business. The fundament of that approach is to build and foster long-term relationship with key customers and customer segments.