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...
by Edwin Best | 1 June 2022 | CRM, Customer Experience, Klantgericht Ondernemen
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...
by Edwin Best | 2 May 2022 | Customer experience, Klantgericht Ondernemen, Transformation customer centric business
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...
by Edwin Best | 11 April 2022 | Customer experience, Customer Relations Management (CRM), Transformation customer centric business
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...
by Edwin Best | 6 April 2022 | CRM, Customer experience, Klantgericht Ondernemen, Transformation customer centric business, Uncategorized
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...
by Edwin Best | 25 January 2022 | CRM, Customer experience, Klantgericht Ondernemen, Transformation customer centric business
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...
by Edwin Best | 4 June 2021 | CRM, CRM Pakketselectie, Customer experience, Uitgelicht CRM oplossing
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...
by Edwin Best | 3 June 2020 | CRM, Customer experience, Transformation customer centric business, Uncategorized
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...
by Edwin Best | 15 May 2020 | CRM, Customer experience
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:...
by Edwin Best | 2 May 2020 | Customer experience, Transformation customer centric business
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...