Customer Relationship Management Experts in Germany
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Meet FRATCH Experts in Germany, who have recently used Customer Relationship Management
Marco Steidel
Last position:
IT Interim Manager & Digitalization Consultant at paarprojekt GmbH
- Project management and consulting services with a focus on IT interim management: digitalization of corporate management, including processes and applications
- Assessment of the entire IT infrastructure, including applications, core processes, and contracts, including cost optimization
- Evaluation and introduction of solutions to support digitalization in the company in the areas of property management, CRM, invoice review and approval processes, smart metering, DMS, and time tracking
- Digitization of file folders and introduction of SharePoint and Microsoft Teams as the central document and communication platform
- Design and delivery of an AI workshop, including rollout of AI tools to increase efficiency and transparency in key business processes
- Creation of training materials and delivery of user training for newly introduced digital processes and solutions
Khalid El Mansouri
Last position:
Lead Architect & Developer at kem-consulting
Development of an agent-based governance platform for the automated assurance of EU AI Act compliance and ODA-compliant orchestration of AI services in complex enterprise environments.
Design and implementation of an agent-based "Mission Control" framework (Aletheia Conductor) for autonomous state monitoring and process control.
Development of "Compliance-as-Code" (CaC) solutions based on OPA/Rego for system-wide enforcement of regulatory guardrails.
Integration of TM Forum ODA standards (TMF630, TMF622, TMF642) to ensure interoperability and standardization.
Building a highly available event-driven architecture using Redpanda and CloudEvents v1.0 for near-real-time event processing.
Implementation of an audit-proof "Evidence Chain" through cryptographic linking of trace logs in preparation for automated audits.
Tech Stack: Java 21 (Quarkus Native), TypeScript (Next.js), Redpanda (Kafka API), CloudEvents v1.0, OPA (Open Policy Agent) & Rego, TimescaleDB, ZincSearch, Redis, TM Forum ODA, Git, GitHub, Clean Code Development, Like-C4.
Johannes Hohenthaner
Last position:
Business Analyst for Riester subsidy management migration at Insurance company
- Analysis of the Riester subsidy GeVos for provider change 2.0 in the AZUR subsidy management system
- Representation of the GeVos in BPMN 2.0 with Draw.io and Adonis
- Analysis of the data sets exchanged with the life insurance policy administration system and migration to the msg data sets
- Design and mapping of the interfaces to the new msg.ZulagenVerwaltung for various Riester subsidy GeVos at data field level
Alwin G.
Last position:
IT Interim Manager & AI Strategist
- AI product development: Design of an AI-supported GRC platform to automate compliance processes.
- AI expertise: Strategic deepening in Agentic AI and GenAI as a core asset for modern IT governance
- IT interim management and strategic consulting
Peter Sachs-Witzel
Last position:
Project Manager for SAP GTS Trade Services, edition for SAP 4/HANA at ETENGO AG
- Creation of detailed concepts for all relevant GTS modules (compliance, pricing, customs clearance, Intrastat, preferences)
- Planning and conducting workshops, including scheduling and documentation
- Development and consulting of the organisational structure and its master data
- Setup and customisation of compliance functions: sanctions list review, embargo, legal control, US re-export
- Uploading and maintaining sanction and commodity lists
- Implementation and validation of integration tests
- Setup and customisation of the modules: pricing (including uploading of customs tariff numbers and STAWN data), customs clearance (including application for test operation with customs), Intrastat and preferences (including preference calculation and LLEs)
- Development and presentation of prototypes
- Derivation of insights for the final concept
Swetha Banuvaram
Last position:
Project Management at the sandblasters GmbH
- Planning and concept development for building a new business model, including structuring and implementing business processes.
- Coordination and management of external service providers as well as interface management.
- Introduction and implementation of new digital tools and processes to optimize operational workflows.
Ole Himmel
Last position:
Interim Head of PMO at RAILPOOL GmbH
Due to the steady growth of the customer organization and the associated increase in the number of projects in a wide range of areas, including IT/digitalization, sales and organizational development, and controlling, the demands on the projects are increasing. Projects are often started but not implemented within the planned time frame, resources are not clearly assigned, and the business value is not clearly demonstrated. The goal of the assignment as Interim Head of PMO is to further develop and embed an existing project organization from the CDO area at management level. It is important that the governance is pragmatic, easy to understand, and simple to apply in daily project work. The tasks and roles are to be defined, embedded in the organization, and this strategic PMO is also to be supported by an IT solution. This solution is to be selected and introduced. In addition, all ongoing projects are to be gradually transferred into PMO governance and project control is to be centralized.
Sebastian Zwiesler
Last position:
CRM Consultant at Adevinta / kleinanzeigen.de
- Goal: Development and optimization of loyalty and CRM measures for a leading e-commerce platform
- Solution: Identification of promising users, increase in engagement, and long-term retention to drive revenue growth
- Definition of local CRM direct communication for specific segments
- Translation of research insights into actionable recommendations
- Planning and implementation of CRM campaigns in close collaboration with marketing and product teams
- Identification of optimization potential in direct communication
- Collaboration with external agencies on creative solutions, prototyping, and UAT
- Measurement and reporting of key KPIs
Matthias Schneider
Last position:
Overall Project Coordinator at Bundeswehr Informatik (BWI GmbH)
- PMO lead for Security Clearance 2 (SÜ2) cleared
- Reporting to sub-program management GMN
- System maintenance 25+
- Functional control and coordination of Jira setup
- Preparation of decision papers (e.g. project planning, steering model, communication plans, controlling models, role and responsibility matrices)
- Development of program-wide knowledge management using Confluence, creation of Jira concept
- Development of an access concept for all project tools
- Analyzing existing processes, identifying improvement potential, and designing solutions to increase efficiency and effectiveness
- Development of a concept for introducing automation approaches in existing tools
- Creating intranet articles as project marketing
- Responsible for project governance through reporting and resource planning in the sub-program
- Agile further development of the project method
- Gathering customer requirements (requirements engineering)
- Preparation and support of contract negotiations (7-year term, budget of over 500 million)
Wolfgang Orgler
Last position:
Business Analyst at DekaBank
Lead Business Analyst – Analysis and optimization of private banking processes
Responsibility for the business analysis and further development of business processes in private banking, with a focus on CRM, customer data management, and master data processes
Carrying out a comprehensive business process analysis to identify optimization potential, business gaps, and improvement opportunities along the customer lifecycle
Gathering, analyzing, and structuring business requirements in close cooperation with business units, management, IT architecture, and development teams
Creating and aligning business concepts, process models, user stories, and requirement documentation as the basis for technical implementation
Analyzing and optimizing existing master data processes with a focus on data quality, responsibilities, and efficient data maintenance
Designing and further developing CRM customer data processes while taking regulatory requirements and business goals into account
Planning and moderating workshops with business, IT, and stakeholders for requirements analysis, process design, and solution finding
Managing requirements and ensuring consistent communication between business and IT
Using AI-supported analysis tools to help with requirements analysis, structuring information, and improving documentation quality
Franz Bauer
Last position:
Product Development (AI) at Own initiative
AI telephone assistant platform
Claude Code, Google AI Studio, Python, LLM / Voice-AI, PostgreSQL
- Conception and hands-on development of an AI-supported telephone assistant platform (voice AI / LLM) – from idea and architecture to MVP/product.
- Built agentic workflows and full automations with Claude Code and Google AI Studio.
- Also delivered AI-supported work in client engagements: used Claude Code for governance documentation, requirement drafts, and automations.
Thomas Polanski
Last position:
Project Manager & Product Owner – M&A Integration at voxa c/o IC Music and Apparel GmbH
- Project management of the legal and system-side integration of Taschenkaufhaus into the Voxa group: conversion of all contracts, accounts, and system access rights on the defined cutover date
- Migration from Microsoft Dynamics NAV 2009 to 2013: analysis of all existing interfaces, redefinition of processes, and coordinated go-live without interrupting operations
- Integration of the complaints and returns process into MS Dynamics NAV 2013; major process simplification through standardization
- Introduction of a new POS system (Shopify POS) in all stores: requirements analysis, configuration, rollout, and employee training
- Use of n8n automation workflows for data reconciliation between marketplaces and ERP; manual processes significantly reduced
Christian Baudisch
Last position:
External Commercial Advisor / Project Manager at Global automotive supplier for press and stamped parts
Automotive | Manufacturing | Commercial Excellence
- Analyzed sales strategy, product/market positioning, customer portfolio, acquisition approach, sales funnel, opportunity quality, and conversion.
- Developed a prioritized sales roadmap with quick wins and structural measures for target customers, pipeline, roles, routines, and management reviews.
Michele Heine
Last position:
Chief Digital Officer at DAT Vermögensmanagement GmbH
- Project manager for the analysis, implementation, and optimization of digital processes
- Concept, management, and optimization of comprehensive marketing campaigns for lead generation via Paid Social (incl. Meta Ads, TikTok Ads)
- Concept and implementation of content production and marketing activities
- Project management in omnichannel marketing and process automation
- Implementation of digital tools to improve customer acquisition and support
- Internal stakeholder management and coordination of external service providers
Timo Bakenecker
Last position:
Freelancer (self-employed) at enorin GmbH
- Mendix low-code development / project management
- Managing external resources
- Customer and user management, roles
- Master data entry
- Quote preparation
- Material costing
- Workflows
- Basic CRM functions
- API interfaces (email, SMS, AI chatbot)
- PDF API (.NET development using Aspose.PDF)
- Stakeholder management (dev teams, enorin team, test client)
- Risk management (backend access & sizing, role concepts)
- Testing and staff training
- Creating epics and stories in Confluence
- Jira Scrum planning and management
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About the technology
CRM core
Customer Relationship Management connects customer data, sales activity, service cases, and marketing touchpoints in one system. It helps teams track leads, manage accounts, and keep a clear history of every interaction. Strong CRM work starts with clean structure, not just screen setup.
Common stacks
- Salesforce Sales Cloud and Service Cloud
- Microsoft Dynamics 365
- HubSpot CRM
- SAP Customer Experience
- Zoho CRM and related apps
Typical work
Freelance specialists often join for new implementations, migrations, and process redesigns. They also handle field mapping, workflow automation, dashboards, user roles, and integration with ERP, email, phone, and support tools. In Germany, this often means working with sales, service, and operations teams across distributed offices.
When to bring help
Companies usually seek outside expertise when the CRM feels hard to use, data quality drops, or teams keep duplicating work. Another trigger is a move from spreadsheets or a legacy system to a more structured setup. A strong specialist can simplify the process and reduce friction for users.
What good specialists do
Good CRM professionals ask how the business sells, serves, and reports before changing the system. They understand customer lifecycle design, permissions, deduplication, automation logic, and reporting needs. They also explain trade-offs clearly, so the setup fits real work instead of forcing new habits.
Delivery and results
The best results are practical: cleaner records, faster follow-up, better visibility, and fewer manual steps. Strong specialists document decisions, train users, and leave a setup that can grow with new teams or regions. That matters whether the work is remote or on-site in Germany.
Frequently asked questions
Key details about Customer Relationship Management, drawn from the questions we get asked most.
Customer Relationship Management is used to organize customer and prospect data, track sales activity, manage service cases, and automate routine follow-up. It gives teams one place to see the relationship history before they call, reply, or plan the next step. For many companies, CRM also becomes the main source for reporting and pipeline visibility.
No. CRM also covers customer service, account management, marketing journeys, and data governance. Sales is often the first use case, but the system usually grows into a shared workspace for multiple teams and processes.
Customer Relationship Management focuses on customer interactions, opportunities, cases, and communication history. ERP handles orders, finance, inventory, and operations, while marketing automation focuses on campaigns and lead nurturing. Many companies connect all three, but they solve different problems.
A strong Customer Relationship Management specialist should understand process design, data cleanup, reporting, and integration work. Familiarity with APIs, identity and access rules, consent handling, and user training helps a lot. Business analysis matters as much as tool knowledge.
A simple CRM cleanup or dashboard task can be handled by a focused specialist, but migrations and multi-team setups need deeper experience. The harder the work, the more important it is that the person has already handled data mapping, automation, and rollout issues. For larger changes, look for proven delivery across the full customer workflow.
Yes, most Customer Relationship Management work can be done remotely because it depends on workshops, system access, and clear documentation. On-site time can still help at the start, especially when users need process discovery or live training. Many teams in Germany use a mixed setup with remote delivery and selective on-site sessions.
A good CRM specialist does not start with features. They start with the business process, ask about data ownership, and explain how each change affects users, reporting, and future maintenance. Look for clear thinking, clean documentation, and examples of systems that stayed usable after launch.
Companies often look for Customer Relationship Management expertise around Salesforce, Microsoft Dynamics 365, HubSpot, SAP Customer Experience, and Zoho CRM. The right choice depends on team size, process complexity, and how much integration the company needs. A good specialist can work within one stack or help compare several options.
Main locations of FRATCH Experts, who have recently used Customer Relationship Management
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin 
Hamburg 
Munich 
Cologne 
Frankfurt 
Stuttgart 
Dusseldorf 
Leipzig 
Dortmund 
Essen 
Bremen 
Hanover 
Nuremberg Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
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Philipp Thomaschewski
FRATCH CEO
