IT'S OUR CUSTOMER

Hardcover i farver, på english, 408 sider.
kr. 600,00 inkl. moms

IT’S OUR CUSTOMER er et must-have opslagsværk til CRM Manageren, Styregruppen, Program- eller Teamchefen i Salg, Marketing og Service.

Uanset om du implementerer CRM, kundeprogrammer eller gennemgår en større digital transformation i din virksomhed, er der behov for et stærkt lederskab og en fælles indsats for at lykkes med at forankre nye måder at arbejde på, og sikre effektivt samarbejde på tværs af Marketing, Salg og Kundeservice for at skabe en øget kundeværdi og mere vækst i forretningen.

Bogen guider dig til at lede din organisation gennem forandring og ved hjælpe af et framework støtter dig i at prioritere væsentlige indsatser, og tage de rette beslutninger i tide, der sikrer et fælles mindset og kundefokus på tværs af teams til gavn for de interne leverancer og kundeoplevelsen

Most business leaders understand how critical it is to transform the business fast to stay competitive in markets with high customer demands. Britt’s book is an indispensable guide to help you succeed in doing just that. With a valuable framework and focus on essential success criteria along the change journey, you will be assisted every step on the way to accelerate CRM and customer programs that stick and achieve business value

Holger Reisinger

SVP Large Enterprise Solutions, Jabra GN Audio A/S

Det er mere relevant end nogensinde!
Vi søger alle at forstå processen mere i dybden med, hvordan vi leder vores organisation gennem forandringer og målrettet skabe fælles kundeejerskab på tværs af teams, og hvordan vi får medarbejderne til at samarbejde mere intelligent og skabe mere forretningsværdi. IT’S OUR CUSOTRMER bidrager med væsentlig læsning til alle, der implementerer og forankrer CRM.

Ole Peter Mejer

SVP, Shared Service Center, Atea A/S

To ensure authentic customer engagement and fast, reliable customer deliveries, a collective mindset about looking after joint customers is a prerequisite to fulfilling a business transformation effectively with new innovative customer programs. It’s OUR customer is an excellent resource and pragmatic guidance to leaders seeking inspiration on how to involve employees in the process and succeed with change.

Tomas Gorrissen

Founder and COO Responsive A/S

Excellent – I’m already using elements from the framework. The coherent models and overviews in the book make you understand the transformation process from new and different perspectives. They allow the reader to be better prepared with the right efforts and continuity to accelerate the adoption of new initiatives in the organization. The internal deliveries are enhanced and ultimately the customer experience increased. Well done!

Søren Boelsmand

Sr. Product Management Lead, Global Marketing and Product Management, Maersk Drilling A/S

Probably the most awaited in the last decade. This book is a CRM Manager’s guidebook for surviving whatever the project throws at you – keep a copy close at hand!

Morten Christensen

Manager – 365 CE & PowerPlatform NNIT A/S

An excellent reference book to all CRM Managers. Whether being in the middle of a CRM project or kickstarting a significant Member program, this book supports you in orchestrating the change journey while strengthening your ability to communicate and involve the teams to ensure faster anchoring of new initiatives.

John Holm

CRM Manager, LB Group

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DEAR CHANGEMAKER,

THIS BOOK IS DEDICATED TO YOUR SUCCESS IN TRANSFORMING YOUR ORGANIZATION

With CRM and other business programs offering such great potential to create real value, why is the adoption of higher standards of customer excellence so hard to achieve?

That’s the very question this book answers. IT’S OUR CUSTOMER provides a hands-on guide to succeeding with the change journey, helping you prioritize what’s really needed to cultivate a collective mindset and responsibility for the customer experience across your organization.

The unique transformation framework and change journey model presented are indispensable tools
developed purposefully to help you navigate the many complexities and uncertainties you’ll experience along the way. The book is ideal as a key strategic and execution planning tool, and for kick-off workshops, steering committee meetings, ensuring collaboration and accelerating the transition to new ways of working that is so often ‘the make or break’ of so many programs.

IT’S OUR CUSTOMER will strengthen your change management competencies at every stage of a change journey wherever you sit, be it as:

Business- & Functional leader driving new initiatives

IT-leader initiating digital- and AI- transformation programs

HR- & Communication leader guiding employees empathetically through change

Management, who’s sponsoring and leading the transformation

You are finally supported to make it happen!

Britt Damkjaer, Expert in CRM and Customer Excellence, draws on 20 years of experience with global CRM and customer programs and will be shedding light on what works and what doesn’t. IT’S OUR CUSTOMER incorporates research, expert knowledge, and exclusive industry insights from executive leaders, business- and program managers for your benefit and, ultimately, future success. See more about Britt Damkjaer on LinkedIn.

IT’S OUR CUSTOMER