Products and services are intrinsically getting more and more tradable, so the right concepts that connect the customers to the company effectively have become even more important.  Visitors to the CRM-expo will find the solutions and strategies with which the company can build customer loyalty.  The topics include selective methods for the increase of customer satisfaction, intelligent and professional complaint management, the development of client-specific product variation, bonus systems, "Buy-in-follow-on" strategies, and product bundling.