{"id":48070,"date":"2026-04-27T11:56:52","date_gmt":"2026-04-27T09:56:52","guid":{"rendered":"https:\/\/www.organisator.ch\/de\/?p=48070"},"modified":"2026-04-27T11:56:52","modified_gmt":"2026-04-27T09:56:52","slug":"studie-viele-unternehmen-vernachlaessigen-ihre-kunden","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/en\/management\/2026-04-27\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\/","title":{"rendered":"Study: Many companies neglect their customers"},"content":{"rendered":"
\"\"
Knowing your own customers: Unfortunately, this is not always a reality for many companies, according to a new study. (Image: Depositphotos.com)<\/figcaption><\/figure>\n

\u00abAll power comes from satisfied customers\u00bb - many companies have long since lost sight of this credo of market success. This is a key finding of the United Interim Business Report 2026, published by the United Interim management community. It is based on a survey of 550 interim managers who are brought in by companies as temporary managers to make companies fit for the future.<\/p>\n

Wrong priorities instead of customer focus<\/h3>\n

The study clearly shows that internal structures often slow down what needs to be solved quickly for customers. 63% of the interim managers surveyed observed that companies set the wrong priorities instead of focusing on their customers. Ulf Camehn, one of the authors of the study, puts it in a nutshell: \u00abToo often, internal responsibilities and hierarchies slow down what needs to be solved quickly for the customer.\u00bb<\/p>\n

58 percent of respondents note that \u00abdepartmental thinking\u00bb dominates. 54 percent regularly find that their marketing activities bypass their customers. Internal operational processes are often considered more important than the customers themselves, reported 52%. And 46 percent complain of a \u00abtool mania without customer focus\u00bb. Eckhart Hilgenstock, one of the experts, explains: \u00abMany companies have ERP, CRM, DMS, HRM, SCM, BI, ECM, chatbots and all the other IT tools that are important, but only if they are integrated and used with a focus on the customer. When introducing artificial intelligence in particular, the question of customer benefit should be given top priority.\u00bb Two thirds of respondents also warned against an \u00abover-automation of sales, where AI replaces people to such an extent that customers suffer\u00bb.<\/p>\n

\"63
63 percent: Companies set the wrong customer priorities. Source: zvg<\/figcaption><\/figure>\n

The \u00abcustomer focus killers\u00bb at a glance<\/h3>\n

Other obstacles identified by the interim managers include a fixation on quarterly figures (46 percent), excessive cost management (36 percent), a mere product focus (35 percent), excessive political correctness (33 percent), over-observance of regulatory compliance (26 percent), a corporate philosophy that is distant from customers (23 percent) and misguided development departments that produce products that do not meet market needs (20 percent).<\/p>\n

Christian Jung from the mechanical and plant engineering industry states: \u00abIn mechanical engineering, products are often perfected that the customer does not order and does not pay for. That's not a quality feature - it's a structural business risk.\u00bb Klaus-Peter St\u00f6ppler and Roland Streibich, both experts in the construction industry, add: \u00abThe construction industry is dominated by Processes, approval procedures, deadlines and cost calculations<\/a> often so much that topics such as customer focus, communication or digital processes receive too little attention.\u00bb 72% of the interim managers surveyed recommend that the construction industry become more innovative, while 66% advise strengthening competitiveness.<\/p>\n

Top management hardly knows the customers<\/h3>\n

What causes a lack of customer focus? The study shows: The problem often starts at the top. Three quarters of those surveyed rate the \u00abfeedback culture\u00bb - i.e. the willingness to actively receive market signals - as inadequate. Two thirds found that the claim \u00abValue for the Customer\u00bb is often completely lacking. 62 percent believe that top management regularly underestimates the impact of technological developments on their own business model.<\/p>\n

Jan Beutnagel names another cardinal error: \u00abCustomers are taken for granted.\u00bb 59 percent of respondents share this view. Ulvi Aydin adds: \u00abSome top managers consider a time horizon of five years to be far-sighted and are therefore unable to anticipate long-term developments over ten or fifteen years.\u00bb 54% of respondents confirm that many managers are more focused on key financial figures than on customers. Paul Stricker also observes: \u00abMany managers are simply so preoccupied with their own careers that they neglect the company they are supposed to lead and its customers\u00bb - almost half of those surveyed (49%) agree with him.<\/p>\n

Measures for more customer focus<\/h3>\n

The most important measure for refocusing on customers is cited by 80 percent of interim managers: understanding customers\u00ab \u00bbJobs To Be Done\u00ab (JTBD), i.e. knowing why customers choose a particular product. As Christian Florsch\u00fctz puts it: \u00bbOnly those who know the reasons for buying can take these into account in product development, service, marketing and sales.\u00ab Dr Andreas Vieweg adds: \u00bbUltimately, it's about prioritizing customer benefits over internal operating processes or company goals\" - three quarters of respondents agree with him.<\/p>\n

Ongoing customer feedback contact is essential for 72% of temporary managers. Jane Enny van Lambalgen clarifies: \u00abOne-off feedback directly after the purchase is not nearly enough.\u00bb Dr. Andreas Vieweg adds: \u00abIntensive data analysis, including with the help of AI, can often provide important insights into the level of satisfaction without constantly asking the customer.\u00bb Regular optimization of the customer journey is rated by 59% as the key to customer satisfaction.<\/p>\n

54 percent consider constant comparison with the competition to be essential. And Friedhelm Best advocates a broader view: \u00abFocusing on customers can also mean looking for new customer segments, for example in foreign markets.\u00bb A whopping 87% of respondents consider greater internationalization to be worth considering when acquiring new customers, while 62% advise targeting new markets more specifically - both at home and abroad. Ulrich Schmidt summarizes: \u00abMost companies in practically all sectors would benefit from a transformation towards customer orientation - and so would their customers, of course.\u00bb<\/p>\n

More information: www.unitedinterim.com<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"

The United Interim Business Report 2026 shows that many companies are barely aware of their customers' needs - and do not place them at the center of their work. A survey of 550 interim managers shows where the biggest weaknesses lie and how they can be remedied.<\/p>","protected":false},"author":107,"featured_media":48078,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Kundenorientierung","_yoast_wpseo_metadesc":"550 Interim Manager:innen zeigen, warum viele Firmen ihre Kundenorientierung vernachl\u00e4ssigen \u2013 und was dagegen hilft.","articlekey":"","footnotes":""},"categories":[28],"tags":[277,4772,335,339],"class_list":["post-48070","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-management","tag-interimmanagement","tag-kundenorientierung","tag-management-und-unternehmensfuehrung","tag-marketing"],"acf":[],"yoast_head":"\nStudie: Viele Unternehmen vernachl\u00e4ssigen ihre Kunden - Organisator<\/title>\n<meta name=\"description\" content=\"550 Interim Manager:innen zeigen, warum viele Firmen ihre Kundenorientierung vernachl\u00e4ssigen \u2013 und was dagegen hilft.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.organisator.ch\/en\/management\/2026-04-27\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Studie: Viele Unternehmen vernachl\u00e4ssigen ihre Kunden\" \/>\n<meta property=\"og:description\" content=\"550 Interim Manager:innen zeigen, warum viele Firmen ihre Kundenorientierung vernachl\u00e4ssigen \u2013 und was dagegen hilft.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.organisator.ch\/en\/management\/2026-04-27\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\/\" \/>\n<meta property=\"og:site_name\" content=\"Organisator\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OrganisatorFachmagazin\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-27T09:56:52+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2026\/04\/Studie-Viele-Unternehmen-vernachlaessigen-ihre-Kunden_Organisator.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"680\" \/>\n\t<meta property=\"og:image:height\" content=\"454\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"n8n\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Studie: Viele #Unternehmen vernachl\u00e4ssigen ihre Kunden\" \/>\n<meta name=\"twitter:description\" content=\"550 #Interim Manager:innen zeigen, warum viele Firmen ihre #Kundenorientierung vernachl\u00e4ssigen \u2013 und was dagegen hilft.\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2026\/04\/Studie-Viele-Unternehmen-vernachlaessigen-ihre-Kunden_Organisator.jpg\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/\"},\"author\":{\"name\":\"n8n\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#\\\/schema\\\/person\\\/a9d0e0eff238db87a8f840f3b50359f0\"},\"headline\":\"Studie: Viele Unternehmen vernachl\u00e4ssigen ihre Kunden\",\"datePublished\":\"2026-04-27T09:56:52+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/\"},\"wordCount\":914,\"publisher\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.organisator.ch\\\/wp-content\\\/uploads\\\/2026\\\/04\\\/Studie-Viele-Unternehmen-vernachlaessigen-ihre-Kunden_Organisator.jpg\",\"keywords\":[\"Interimmanagement\",\"Kundenorientierung\",\"Management und Unternehmensf\u00fchrung\",\"Marketing\"],\"articleSection\":[\"MANAGEMENT\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/\",\"url\":\"https:\\\/\\\/www.organisator.ch\\\/management\\\/2026-04-27\\\/studie-viele-unternehmen-vernachlaessigen-ihre-kunden\\\/\",\"name\":\"Studie: Viele Unternehmen vernachl\u00e4ssigen ihre Kunden - 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