"Our goal is to continuously improve customer satisfaction and to be closer to our customers in order to have an "ear to the market". By doing this, we are able to focus on optimizing our products and addressing them in a more target-group-oriented manner. We want to accompany our customers from onboarding to use and provide them with orientation in the wealth of our product range. Newspapers face the challenge of keeping up with the times in both the B2C and B2B sectors. So one task is to speak the "language of the customers. Especially when it comes to the topic of digitization, we have to make sure that we use the right words for each target group - adapted to a younger or older readership. We are always open to customer feedback - the opinions of our customers are invaluable and help us in particular to identify touchpoints where there is potential for improvement. This is one of the reasons why we decided to implement a holistic CXM platform to provide the best possible experience."