Trends Affecting CRM Processes of Large Industry Companies

Abstract: Business processes in industrial companies are subject to constant change, which is why especially those companies must try to stay up to date in order to counteract the negative effects of these changes. The aim of this study was to research which developments, influencing factors and trends affect the Customer Relationship Management business processes of large industrial companies. With the help of a qualitatively oriented systematic literature research of practical studies 13 important influences were identified. The result shows that a strong customer centricity is developing in industrial companies, which will change future business processes and IT-supported business systems today and in the future. This study can serve as a starting point for further research in industrial companies that plan to modify or transform business processes.