Markus Böttger

Heading Häfele‘s global teams for Customer Frontend (E-Commerce & MarTech), Customer Relationship Management (CRM) and Customer Backend (ERP, CPQ). Leading the group-wide Customer Experience and CRM Programs, making sure customers enjoy a seamless and engaging experience across all digital touchpoints. Responsible for Contact-to-Order, Order-to-Cash, After-Sales-to-Retention and Product-Idea-to-End-of-Life E2E processes from IT side.

Leading a group-wide transformation program for driving digitalization and customer centricity by harmonizing customer facing processes and establishing one common platform for marketing, sales, service, customer experience and digital customer solutions in a holistic greenfield approach.

Lead for digitalization in marketing, sales, service and customer experience as well as communication, collaboration and productivity. Program lead for "OneCRM" based on Salesforce Customer 360 as well as “Harmonization Lead Sales” for the group-wide Lead-to-Cash processes and methodology across several platforms (CRM, ERP, CPQ). Establishment of the cross-functional team "Modern Workplace" driving modern working methods enabled by Microsoft technology.

Responsible for building up a digital marketplace for IIoT applications. Contributing to product and pricing policy for Dürr's software products. Commercial Board member of the joint venture ADAMOS GmbH.

Leading the establishment and restructuring of Customer Relationship Management in the Group. Establishment of a cross-functional team for CRM. Driving forward digitalization and raising synergies in marketing, sales and service and customer experience across the Dürr Group's divisions. Lead of the "Customer Excellence" program aiming to increase customer orientation and service quality in the Group.

Managing CRM, SharePoint, Office365 and Azure projects, consulting clients, conducting training and supporting the sales team in the presales phase. Participation in the strategic development of the company with responsibility for the consulting business.

Coming from a student job in the marketing area, continued working on website, campaigns/trade fairs and marketing material. Support in first internal and customer projects.

Marketing, Architecture of Business Information Systems, Information Systems for Service Industry and Service Engineering; Title of master thesis: Development of a procedure model for the qualification of sales software for the hybrid operation of on-premise software and SaaS in SMEs.

Title of the diploma thesis: Requirement analysis, conception and prototypical implementation of a wiki for project management in a medium-sized software company