CRM where you work - in SAP and Microsoft 365
Interview with Stefan Eller, Managing Director of itmX GmbH
In an increasingly competitive market, building and maintaining long-term customer relationships becomes a crucial success factor. Customer Relationship Management, or CRM, consistently gains importance in this context. ItmX GmbH from Pforzheim combines years of CRM expertise with a spirit of innovation – and continuously develops its solutions to consistently advance the success of its clients, skillfully combining the best of two worlds.
Wirtschaftsforum: Mr. Eller, you are the founder and managing director of itmX and have been guiding the software company for many years. Have there been developments that have shaped itmX to this day?
Stefan Eller: Looking back, it was advantageous that I focused on SAP during my studies as an industrial engineer. Subsequently, I worked for an SAP consultancy firm, which was sold after I had been there for two years. For me and two colleagues, this presented an opportunity to become self-employed. 1998 marked the beginning for ITML. It was an exciting time, as the internet was booming, and we grew rapidly. In 2001, the idea came up to develop our own software alongside traditional SAP consulting, focusing on the CRM area. Thus, we entered the topic with our own product, which still remains at the forefront today.
Wirtschaftsforum: At some point ITML became itmX. Were there other changes?
Stefan Eller: Yes. Technology cycles are getting shorter and it is important to reinvent ourselves continuously. In 2016, ITML was sold to NTT Data Business Solutions, which involved a name change and a clear focus on CRM software. Today, we no longer offer SAP consulting; we see ourselves as manufacturers and implementation partners for customers with SAP and Microsoft as the technical base. This way, we combine the best of both worlds.
Wirtschaftsforum: The CRM market is highly competitive with many major players. How does itmX stand out?
Stefan Eller: We rely on Microsoft and SAP technologies. Now there is a new generation with Microsoft Azure and Copilot. Every seven to eight years, one must undergo a technology upgrade in our industry. Our strength here is that all data are stored in the SAP system and the user-friendly interfaces remain the same; only the technical aspects change slightly, such as the current artificial intelligence, which will occupy us for many more years. A unique selling point is that we offer everything from a single source; we are manufacturers and implementers, offer maintenance and operations; this is not often found.
Wirtschaftsforum: Who does itmX target with its CRM solutions?
Stefan Eller: The basic prerequisite to work with our software is that SAP is in use. Our clients are companies with 200, 300 employees or more, mainly from the machinery and plant engineering, construction and construction supply industry, and trade sectors. Among our clients are well-known large corporations as well as Hidden Champions – many of them have been with us for years. What connects us is a strong partnership on equal footing: together we master technological changes and continuously develop the solutions. Our goal is clear – sustainable customer success.
Wirtschaftsforum: What role does AI play for itmX?
Stefan Eller: We recognized the strategic importance of AI early on and deliberately built our own unit with specialized know-how, which closely supports our customers. In this regard, we rely on powerful Microsoft technology, which is technologically leading compared to other platforms. Examples like AI-supported inquiry analyses or automated visit report capturing show: We are not about visions, but about concrete use cases that noticeably simplify our customers' everyday work.
Wirtschaftsforum: itmX has always remained true to its core competence. Has the acquisition changed the company culture?
Stefan Eller: Operating with our own brand, marketing, sales, and market access, we act independently – and we value that. On the other hand, we benefit from the parent company, from the international network or financial security. As an agile company with flat structures, we can offer our employees a variety of options around modern working – from flexible working models to inspiring team formats. For almost two years now, we have been in a new, modern office with a large kitchen where we regularly cook together. We deliberately invest in a work atmosphere that connects – because we want our employees to enjoy being part of itmX.
Wirtschaftsforum: The trusting cooperation, as well as the competence, speaks for itmX. What else is behind the company's success?
Stefan Eller: We offer all-in-one solutions, have very good references, good USPs in the software and are, as customers often say, ‘likeable professionals who deliver what they promise’.
Wirtschaftsforum: What are the future plans for itmX?
Stefan Eller: We want to further develop our portfolio and develop and implement solutions that go beyond CRM; also for customers who use other CRM software. With our products, we want to create worlds of experience, true to the slogan 'Explore your experience'.