Free interactive webinar “Successful marriage between CRM & CX. May 8th 14:00 CET

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 tech part; Every customer centric business challenge is facilitated through the right IT tooling.

Topic 1. The strategy and culture part

A successful business – regardless B2B, B2C, NGO, B2G – starts with engaged employees from a Company (brand) who are doing their business/ service/ advice jobs with people from the Customer (brand) on a distinctive way. The service-profit chain; the relationship between profitability, customer loyalty and engaged employees, loyalty, and productivity.

So. Every successful customer centric business is organised in 1) EX and 2) CX.

Reality. Due industrialisation, organising the business vertical/ silo’s – in many cases this isn’t the case. As a consequence, unhappy employees, unhappy customers and a bad bottom line.

Topic 2. The tech part

Every customer centric business needs technology – besides CRM, for example VoC and e-commerce tooling – as a means to the end: the customer business challenge.

With CRM facilitate;

an engaging and hassle free business.
automating & personalised messages to customers at the different stages of their journey
data driven decision making
solving customer facing pain points.

So. Every customer centric business challenge is facilitated through the right IT tooling.

Reality. Let’s have a closer look at CRM. Reality. CRM tools are just operational – IT – systems without supporting the strategy. There is no interconnection between CX design and CRM. As a consequence; data silo’s, frustrated employees and unhappy customers due silo systems, it’s hard to continuous improvement.

𝐖𝐞𝐛𝐢𝐧𝐚𝐫 𝐡𝐨𝐰 𝐭𝐨 𝐞𝐬𝐭𝐚𝐛𝐥𝐢𝐬𝐡 𝐚 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 𝐦𝐚𝐫𝐫𝐢𝐚𝐠𝐞 𝐛𝐞𝐭𝐰𝐞𝐞𝐧 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐞𝐧𝐭𝐫𝐢𝐜 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐚𝐧𝐝 𝐂𝐑𝐌.

Subjects:

Customer centric business, EX & CX strategy
CRM as the means to the end, the Customer centric business challenge
Design CRM based on the EX & CX Journey blueprint. For global businesses, think global act local based on regional Journey blueprints
Drive IT-change and Customer centric business-change with change leadership
CRM landscape: goal architecture B2B & B2C, vendors and successful selection & implementation