CRM 2018 - An analysis of future development of the CRM Landscape (Volkswagen Financial Services)

Partner: Volkswagen Financial Services

Project duration: 11/2008 – 04/2009

Methods: Literature analysis, content analysis, expert interviews

Description and results:

The goal of this study was to establish future trends and developments in the CRM area. The findings were divided into medium-and long-term developments. Subsequently, four future scenarios were developed, involving different trends of technological and legal environment as well as customers. For each scenario, appropriate recommendations for the Volkswagen Financial Services AG were created.


  • CRM 2018 - Eine Analyse der zukünftigen Entwicklung der CRM-Landschaft, Project Study, 2009 (in German, Kießling, M., Schmidt, N.-H., Ruch, T. J., Kolbe, L. M.)