Kundepleje
Kundepleje, literally “customer care” in Danish, denotes the activities and processes aimed at maintaining and developing relationships with customers. In business practice it combines elements of customer service, relationship management, and experience design to foster satisfaction, trust, and long-term loyalty.
Core aspects include understanding customer needs through data and feedback, delivering reliable service, and ensuring timely,
A central tool is customer relationship management (CRM) systems, which organize data on interactions, preferences, and
The objectives of kundepleje are to increase customer satisfaction and retention, raise lifetime value, and enhance
Metrics used include customer satisfaction (CSAT), net promoter score (NPS), churn rate, and customer lifetime value
Challenges include data privacy and compliance, particularly under GDPR, resource constraints, and balancing automation with a
The concept is applicable across sectors—retail, service industries, and B2B—where ongoing relationships are essential. Trends include