by Edwin Best | 20 April 2024 | CRM, Customer Experience, Transformation customer centric business
Free interactive webinar “Successful marriage between CRM & CX. May 8th 14:00 CET. This webinar covers the following two topics. Topic 1, the strategy and culture part; Every successful customer centric business is organised in 1) EX and 2) CX. Topics 2, the...
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 | 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...
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...