Klantgericht Ondernemen

Successful CX transformation with in the mix the IT-Change, Business-Change and Change Leadership

by Edwin Best | 12 February 2025 | Customer Experience, Customer Relations Management (CRM), Klantgericht Ondernemen, Transformation customer centric business, Uncategorized

Change management in general and CX transformation specific is one of the biggest CX issues in the world; Failing transformations, change saturation, frustrated CX teams. Call 2 action! I followed several Harvard courses about (change) management, became a Prosci...

Successful CRM 2024? Strategic CRM with CX interconnection

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...

Breaking down the silos through journey mapping. Approach with double diamond

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...

The 6 Customer experience pillars

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...

CX journey around the globe (PDF version)

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...

2022 Trends & developments in Customer centric business, CRM & Customer experience

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...