by Edwin Best | 3 April 2024 | CRM, Customer experience, Klantgericht Ondernemen, Transformation customer centric business
I am a strong believer of CRM as an – inseparable – means to the end, the business & CX challenge; Increase Customer and Employee happiness. Solve customer facing processes related pain points. E.g., breaking down silo thinking through connecting the...
by Edwin Best | 14 March 2024 | Customer experience, Customer Relations Management (CRM), Uncategorized
The Customers expectations about their brand experiences along the customer journey are subject to different changes in 2024; Under which, changes in the Voice of the Customer (VoC), making the next moves in personalization and emotional AI. To understand the customer...
by Edwin Best | 17 November 2023 | CRM, CRM Pakketselectie, Customer experience, Transformation customer centric business
Make the use of technology – CRM and CX tooling – strategic with The Golden Circle of CRM and CX tooling model. The key words for this model are continuous improvement, management by objectives and agile. Strategic? Technology is an inseparable means for...
by Edwin Best | 16 May 2023 | CRM, Customer Experience
In the year 2023, the following themes will remain the norm: agility, artificial intelligence, data-driven working and new leadership & empowerment of – hybrid working – teams. Themes that are driven by current geopolitical, economic and digital...
by Edwin Best | 21 April 2023 | CRM, Customer Experience
Silo solving must be an important part of the CX strategy! What customer wants: “get “their jobs done”, they don’t care how an organization is organized. They want a seamless – brand – experience across all touchpoints, without any hassle. But..Organizations are...