Nils Hafner

Nils Hafner (born May 17, 1973 in Hamburg ) is a German economist .

Life

Hafner attended the Friedrich-Schiller-Gymnasium in Preetz, Holstein, until 1992. From 1992 to 1997 he studied business administration , psychology , philosophy and modern history at the Christian Albrechts University in Kiel , the Kiel University of Applied Sciences and the University of Rostock . At the University of Rostock he received his doctorate in 2000 with a dissertation on "Service Quality in Telephone Marketing ".

From 2000 to 2002 he worked as a practice leader in Customer Relationship Management at Computer Sciences Corporation in Bern and Zurich . He then worked as a management consultant and partner at customer world ag until 2006. In addition, between 2002 and 2006 he lectured at the Zurich University of Applied Sciences. From 2006 to 2016 he also taught customer relationship management at the Zurich School of Economics .

Nils Hafner has been a professor at the Lucerne University of Applied Sciences since 2007 . He researches, lectures and publishes primarily in the field of customer relationship management (CRM) and the management of customer experiences in service companies. He is also the managing director of the Customer Competencies Institute Dr. Hafner GmbH in Kreuzlingen .

Hafner is married and has one daughter. The family lives in Switzerland .

Nils Hafner is a member of the MTP - Marketing Between Theory and Practice e. V., whose alumni he was responsible for from 2012 to 2016 and again since 2018.

Publications

• The art of customer relationships: the best advice for a long-term profitable CRM, Haufe Verlag, Munich and Freiburg, 2017, ISBN 978-3648104002
• with Rémon Elsten: Customer dialogue management - At all touchpoints: online, offline, mobile, contact center, web, sales and service. BPX Verlag, Rheinfelden / Switzerland, ISBN 978-3-905413-49-6 .
• with Imke Keimer and Ulrich Egle (2015). KPIs for controlling customer contact centers . Realization of the benchmarking tool Service Excellence Cockpit as part of the KTI project Dialog Monitor (1-3). Lucerne: HSLU
• with Rémon Elsten: CRM - customer management between sales growth and efficiency. BPX Verlag, Rheinfelden / Switzerland, ISBN 978-3-905413-02-1 .
• with Uta Jüttner, Katarina Windler, Dorothea Schaffner and Anja Zimmermann: Customer experience management - practice-oriented instructions for service companies. Toolbox book with CD. Zurich 2012, ISBN 978-3-7155-9575-7 .
• with José Carlos Rageth: CRM for SMEs? - Successful CRM for once no question of size. BPX Edition , Rheinfelden / Switzerland 2006, ISBN 3-905413-08-6 .
• Service quality of telephone marketing: operationalization and measurement of service quality in the call center. (= Gabler Edition Wissenschaft. Marketing and Innovation Management). DUV Gabler, Wiesbaden 2001, ISBN 3-8244-7327-5 .

Web links

• Prof. Dr. Nils Hafner on the website of the Lucerne University of Applied Sciences