Successful CRM 2024? Strategic CRM with CX interconnection
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...
CX and successful journey management 2024
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...
The Golden Circle of CRM and CX tooling
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...
Customer centric business 2023. Top 4 Customer Experience, CRM & CX tools trends and developments
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...
Breaking down the silos part of the CX Strategy!
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...
Breaking down the silos through journey mapping. Approach with double diamond
Many organizations are organized in “silos”. Departments such as marketing, production, sales and service each with their own – “vertical” – management and KPIs. Today, under the influence of contemporary developments, this model causes problems in the operation at...
The 6 Customer experience pillars
A Customer experience (Cx) strategy drives successful and distinctive businesses. The introduction and implementation of a Cx strategy are complex. What are the pillars of a successful Cx approach? And what are the main focus areas for each pillar? What are the...
Global CX inspiration journey (text version)
April 1st 2022, the moment of celebrating my 12.5 years as an entrepreneur in the CRM & Cx business. Moments of reflection, looking back and looking forward of my personal-professional CRM & Cx consultant journey. The idea arose for a global Cx moment of...
CX journey around the globe (PDF version)
April 1st 2022, the moment of celebrating my 12.5 years as an entrepreneur in the CRM & Cx business. Moments of reflection, looking back and looking forward of my personal-professional CRM & Cx consultant journey. The idea arose for a global Cx moment of...
2022 Trends & developments in Customer centric business, CRM & Customer experience
In the year 2022 the following themes will become the norm: agility, artificial intelligence, new leadership & empowerment of – remote working – employees and data-driven decision making. Driven by the redefined expectations of customers from services, rapidly...
How do you improve the online Customer experience using HubSpot?
The CRM landscape is changing rapidly. Transforming best of breed solutions (specialized in a specific function) into best of suite solutions (all CRM functionalities in one suite). Take HubSpot. HubSpot has transformed in recent years from a best of breed inbound...Successful CRM & Cx Strategies and Organisational Behaviour Management
Article March 2020 in magazine Cx world. This article is co-authored by Edwin Best and Joost Kerkhofs, an entrepreneur and author specialising in Organisational Behavior Management (OBM), and the co-founder of OBM Dynamics, which offers globally recognised...5 CRM Trends for 2020: Simpler, stronger, smarter
What are the CRM trends on the minds of customer relationship management users as they look to 2020? SAP’s Marjolein de Wit – Customer Experience solution expert and guest blogger on this site – is looking at 5 trends that SAP is currently seeing in the market. #1:...Gulf Customer Experience Awards 2020 overall winner, RAKEZ’s CX Transformation Journey
The Gulf Customer Experience Awards enables businesses across the Gulf to compete for the ultimate accolade in the world of Customer experience. I have the honour being a member and chair of the jury. Every year I am touched off the inspiring story’s from the...Mijn management boek “Succesvol klantgericht ondernemen”
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