CRM is rather a philosophy than a system, but the question regarding the marketing and sales information system quickly led to this subject and the associated challenges. Global transparency, hassle-free, borderless collaboration, and reliable data were critical aspects. Sometimes the CRM was a connection of local customer databases, sometimes complex on-demand solutions. However – each CRM project included change management too.

Ways to Adress the Challenge

Analyze Customer Process

Analyze IT Landscape

Implement CRM

Use Insights

Run Campaigns

Active Collaboration

Activities and Projects

  • Analyzed customer processes, workflows and created rules
  • Analyzed the IT landscape
  • Implemented on-premise and on-demand solutions (SAP, CDC pivotal, Lotus Notes,, Oracle Siebel)
  • Controlled interfaces and cooperation (dun & bradstreet SIC, etc.)
  • Increased CRM adoption
  • Executed workshops and training, internal communications
    and change management
  • Implemented direct marketing module (lead management, mass mailing)
  • Implemented customer satisfaction measurement
  • Implemented campaign management as well as analysis and reporting
  • Implemented global client ID, integration of finance and operational data


“Holger has an amazing ability to drive the change involved with CRM projects – whilst keeping everybody’s sense of humor intact. His enthusiasm and heavy stakeholder engagement enables him to influence and deliver CRM projects with passion.”

Global Customer Relationship Manager at a B2B company