About bits, bytes, and business
The trend toward personalized service is increasing. How can HUGO BOSS delight its customers, win them over, and inspire them during their shopping experience? Answering this question demands creativity when the analytical part is done, Philipp explains. “Data analytics” sounds dry, but it’s very informative. “I think that part of my work is really exciting. The insights we get from the data let us draw valuable conclusions as to what customers expect and want from us.”
New questions arise constantly, creating challenges that weren't there before. Our customer's needs evolve continuously. For us in CRM, that means we always have to stay a step ahead.
Listening is important
“For me, there is no ‘typical’ day at HUGO BOSS.” On the CRM team, he serves as the liaison to the subsidiaries and often has contact with colleagues on-site. He regularly visits the markets and stores or meets with store employees in Metzingen. Listening to what they have to say and receiving their feedback is important to him. “New questions arise constantly, creating challenges that weren't there before.” All this helps him continue to develop and optimize existing measures and activities. There is never a dull moment in CRM. “That matches my personality – I’m always on the go, too, and need new impetus.”