Driven by rising customer expectations wholesalers are adding new online services to their current offerings. Those can be self services like customers managing their accounts by themselves, or they can download billing documents with additional cust...

When I visited last month an electronic goods store to buy a new laptop I asked for some guidance by a sales clerk to make a well based buying decision. To my surprise I was asked to pay a consultation fee first. Only then I received guidance and inf...

I heard this phrase in a McKinsey Podcast replaying a fascinating discussion on "Moving B2B companies into the digital world". At some point in that discussion the participants talked about how data-driven suggestions meet human interaction and how t...

A sales rep visits a well-known customer, a regular scheduled visit with no specific tasks. They know each other since quite a while and have a trustful relationship. As always, right before the visit the sales rep has checked the status of customer ...

Personalized customer communication seems to be already a known concept, at least judged on the basis of the amount of material, blogs, webinars on this topic. But to make this personalized communication reality - sending out emails with the right co...