Post Sales Service Excellence
Many companies, especially those with technical products, are currently experiencing strong sales growth. Where there is a lot of sales, there is also a lot of work involved in service (pre- and after-sales) - an aspect that is often neglected with... read more
07.03.2024
Leading virtual organisations – managing complexity through dynamic thinking and action
An extension of the home office period currently seems likely due to the fourth wave of the coronavirus pandemic. At the same time, attempts are being made to motivate service units - at least in part - to return to the office. The challenges are... read more
07.03.2024
Modern key account management – additional challenges for the “multi-talented” key account manager
Key account management has changed significantly in recent years. The focus of this change is an even stronger customer orientation. This is necessary in order to better understand and fulfil the increasingly complex customer needs of key accounts... read more
07.03.2024
Venturing into digital business models – what are the success factors?
Experts have long agreed that the future belongs to digital business models. There are now also a large number of commercially successful digital business models, most of which also offer their providers and their customers additional benefits... read more
07.03.2024
Employees in sales and service units – preventing staff shortages and ensuring long-term employee retention
Despite advancing digitalisation, such as the use of self-service and bots, the number of contacts that need to be processed manually is increasing in many sales and service units. It should be noted that the enquiries that need to be processed... read more
07.03.2024
Optimising service provider management
Companies are increasingly using the support of one or more contact centre service providers to handle their customer/business partner contacts (please also read our articles on "Make or buy" and "Service provider selection"). When implementing... read more
07.03.2024
Spoilt for choice: Which contact centre service provider is the right one for my project?
When deciding on an outsourcing partner, you are usually spoilt for choice. The contact centre market offers a wide range of providers who can take over your customer contacts: Whether a global player vs. a purely local player, favourable off-shore... read more
07.03.2024
ITB Berlin Convention 2024: Program overview of the theme tracks
The time has finally arrived: On March 5th, the ITB Berlin once again opens its doors to the key players of the international travel industry. As in the previous year, they will discuss forward-looking industry topics over three days. This year's... read more
22.02.2024
Digital transformation and AI in the focus of the ITB Berlin Travel Hero video podcast
In the latest episode of the Travel Hero Videopodcast, presented by ITB Berlin, Dr. Markus Heller, managing partner of Dr. Fried & Partner GmbH, along with his colleagues from the ITB Berlin Board of Experts, Lea Jordan and Dirk Rogl, discuss... read more
14.02.2024
Implementing changes as part of New Work in sales and service departments
Everybody is talking about New Work these days, but how do managers deal with it best? How can the everyday working life be organized more flexibly for employees, yet efficiently at the same time? New Work describes the transformation of paid work... read more
18.07.2023
How to manage complaint handling more cleverly
Current crises like the Covid-19-pandemic, the war in Ukraine as well as geopolitical developments and climate change are causing a lot of companies immense problems in the production of goods and services. Thus, ever more customers are... read more
18.07.2023
Innovative and customer-centric airline feedback management
Long queues at check-in, flight delays, cancellations, and lost baggage, interfered with the air travels of many passengers in 2022. This was accompanied by record numbers of complaints to airlines - a test of endurance for customers, employees and... read more
15.03.2023
“Mastering Transformation” for Tour Operator, Travel Sales, Carrier and Cruise – Impressions of the ITB Convention 2023
Top-class stage guests, exciting industry insights, diverse perspectives and interesting discussions. On 7 March 2023 the time had finally come: the most important experts from the travel industry came together at the ITB Berlin Convention 2023 on... read more
10.03.2023
Tour Operator, Travel Sales, Carrier and Cruise: Program Overview of the ITB Berlin Convention Theme Track Led by Dr. Markus Heller
Finally, the time has come: On March 7th, the ITB Berlin Convention will open its doors again to the most important players in the international travel industry. Under the motto 'Mastering Transformation', they will discuss the future topics of the... read more
22.02.2023
Structured contact avoidance – actually the easiest way to optimise service
Most service organisations see their "core value" in providing the best possible solution to the requests from customers and sales partners that come in every day through various contact channels. Very few service organisations analyse the reasons... read more
04.01.2022
Sales representatives in the home office: Intensify customer service and secure customer loyalty!
Due to the repeatedly tightened hygiene measures caused by the “4th wave” of the Corona pandemic, work is again relocated to the home office as much as possible. Sales representatives can no longer visit their customers in person and are... read more
04.01.2022
Is your customer service ready for the cloud?
More and more often, companies are replacing so-called on-premise systems (hereafter on-prem) with alternative cloud technologies. Cloud-based systems are also being used more and more frequently for the heart of customer service, the ACD system... read more
29.07.2021
Take the chance to declutter your „Kommunigramm”
Do you also find yourself in the situation that over the years your organisation has accumulated a large number of telephone numbers, fax numbers and e-mail addresses that are communicated to customers/sales partners? Do you and your customers/sales... read more
08.04.2021
Take advantage of the opportunities for virtual cooperation between your service units
Are you also confronted with the challenge of running regional/country-specific service units where the synergy effects of cooperation remain unused? Cooperation offers enormous opportunities in terms of mutual support in peak and off-peak times... read more
07.04.2021
Dr. Fried & Partner donates to the Reiner Meutsch Foundation FLY & HELP
The year 2020 is coming to an end, leaving deep traces but also a rich experience in all our lives. No one expected a pandemic that would bring the whole world to a complete standstill. Measures led to restrictions and isolation but also to... read more
21.12.2020
Dr. Fried & Partner goes Scrum
In order to create maximum added value to projects and to act in different roles in the best possible way, the majority of consultants at Dr. Fried & Partner have been certified as Scrum Masters (PSM) and Product Owners (PSPO) since 2019. In... read more
01.10.2020
Management Consulting Dr. Fried & Partner at the Munich Marathon 2019
"He who has stamina is almost there." - Ernst R. Hauschka Not only excellent in consulting The team of management consulting Dr. Fried und Partner started this year with two relays at the Generali Munich Marathon on October 13. For the first... read more
23.10.2019
Everything new is made by… September!
Dr. Fried & Partner is a well-known name for industry experts and has stood for reliability, individual advice and partnership at eye level since its founding in 1968. After more than 50 years in fresh orange, Dr. Fried & Partner now shines... read more
19.09.2019
Demographic Change and the resulting Opportunities and Risks for the Travel Industry
As part of the DRV area meeting of pillar E on April 11, 2019 at Dresden Airport, Stephan Haller, managing partner of Dr. Fried & Partner, on demographic change and the resulting opportunities and risks for the travel industry. Demographic... read more
12.04.2019
The Dr. Fried & Partner Team visits the Musical Amélie
Since February 2019 Amélie Poulin enchants Munich in form of a musical and takes the audience into their imaginative, bizarre and fabulous world. The team of Dr. med. Fried & Partner attended a performance at Werk 7 located in the trendy and... read more
10.04.2019
Annual Kick-Off Event: Strategy Days in Garmisch – Patenkirchen
In the beginning of February, the team of Dr. Fried & Partner stayed at the Bayernhaus in Garmisch-Partenkirchen for strategy days as a kickoff event for the year. In beautiful winter weather the future orientation and common goals were... read more
12.02.2019
Travel Industry Club: Travel Technology Symposium 2019
Travel Technology Symposium 2019 moderated by Consultant Fenja Weberskirch Focusing on the topic "Human is the next big thing - machines become human", the Travel Industry Club and Accenture organised the seventh edition of the Travel Technology... read more
11.02.2019
Dr. Fried & Partner donates to FLY & HELP
"As you grow older, you want to discover that you have two hands, one for helping yourself, the other for helping others." - Audrey Hepburn Education is the chance out of poverty The closer Christmas comes, the more you think about things that... read more
20.12.2018
Dr. Fried & Partner at the Munich Marathon
"Whoever wants to move the world should first move himself" - Socrates With this motto, the team of the Munich based consultancy Dr. Fried & Partner started at the 33rd Munich Marathon as a relay. In contrast to 10 ° C and... read more
16.10.2018
Oktoberfest – “Hau di hera, samma mehra!”
The Dr. Fried & Partner Team at the Oktoberfest Visit 2018. This year's Oktoberfest was the 185th in history and had a staggering 6.3 million visitors. Including the Munich-based consulting firm Dr. Fried & Partner. Instead of the suit all... read more
04.10.2018
Dr. Fried & Partner celebrates 50th anniversary!
We have celebrated our 50th company anniversary on September 29, 2018 and we invited people who acompanied Dr. Fried & Partner over the past five decades. Relaxed and cozy, or how you would say in Bavaria: "Boarisch gmiatlich" it started with... read more
01.10.2018
Suck me Shakespeer – The Musical
Between schoolyard, sports hall and classroom On 12th of April, the Dr. Fried & Partner team visted the musical "Fack ju Göhte" which will be translated as "Suck me Shakespeer". The musical plays with a lot of industrial charm in the “Werk... read more
12.04.2018