Human Connection in Digital Business: Remote Customer Relationship Strategies

Managing Customer Relationships Remotely

With the shift to remote and digital channels, many companies face the challenge of maintaining close ties with their customers. This article highlights practical strategies for strengthening remote customer relationships, drawing from the Distance LAB project’s tools and real-world examples.

Authors Heidi Myyryläinen, Justyna Franczyk, and Małgorzata Kilian argue that technology is only part of the solution. Successful remote engagement blends digital tools with personalized communication and trust-building practices. Key insights include leveraging automation without losing the human touch and creating processes that allow for responsiveness and empathy.

In the digital world, customers still value real connection. The companies that manage to combine speed with sincerity will build loyalty that lasts beyond the screen.

Based on: Heidi Myyryläinen, Justyna Franczyk & Małgorzata Kilian (2025), Managing Customer Relationships Remotely
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