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...
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...Mijn management boek “Succesvol klantgericht ondernemen”
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