Together with business partners and customers I have implemented projects and consultancy trajectories in the field of CRM, customer experience and customer centricity since October 1st, 2009. The experience I have gained together with the most recent trends and developments are translated in my management book, which was released in 2019 :

Success in customer centricity. Your CRM in alignment with customer experience to engaged employees and customers

Succes in customer centric business?

If you are interested in customer centricity, you will face two challenges.

1) It is of necessity to have the technology right (CRM, digitization).

2) You will need to integrate the right culture into the organization (people and leadership).

In practice, the technology – the CRM system – is often leading instead of supporting, while the customer experience is equally determined by the attitude of management and employees.

In success in customer centricity, I outline the steps that lead to successful combination of technology and customer experience. I will guide you to shape the necessary leadership and to pay sustained attention to the employee.

Customer centricity is tailor made. This applies not only to the approach to the customer, but also to the internal processes that make it possible. With this book you will determine your own strategy and create your own mix of measures

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Design

Both theory and practice have shown me that CRM and Customer experience are strictly separate worlds. There is not an integrated approach, even though uniting parts of CRM and customer experience result into the creation of a rock-solid foundation for distinctive and successful customer centricity.

The book answers questions such as:

  • What needs to be done to successfully implement customer centricity?
  • What is CRM?
  • What is Customer experience?
  • What it the relationship between CRM and Customer experience?
  • The implementation of customer centricity has failed, what can I do to get it going again?
  • In what way can I use technology to apply customer centricity?

The setup is practical and full of cases, checklist, and do’s and don’ts.

Content

Main topics

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Target audience

Owner, entrepreneur, manager, customer experience / CRM professional, and student. A guide to implement customer centricity with success for the owner, entrepreneur, and manager. An integral manual for the CRM / customer experience professional. A reference work in the field for the student. .

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Masterclass

With this book as a guideline, I have developed a masterclass success in customer centricity.

Masterclass klantgericht ondernemen

More information?

Target audience

Owner, entrepreneur, manager, customer experience / CRM professional, and student. A guide to implement customer centricity with success for the owner, entrepreneur, and manager. An integral manual for the CRM / customer experience professional. A reference work in the field for the student. .

order

Masterclass

With this book as a guideline, I have developed a masterclass success in customer centricity.

Masterclass klantgericht ondernemen

More information?