We learn from/for customer companies

Big data? Small data? An overload of possibilities: how to choose? By acquiring & developing customer insights we help our clients make smarter decisions.

Get to know our services

SERVICES

We help companies transform from ‘product-focused (4P)’ to ‘customer-obsessed (4C)’ by bringing superior customer experiences to life in the Salesforce.com solutions eco-system.

Design

Build

Learn


We design customer companies

We help our clients to shape their customer strategies, design superior customer experiences and customer life cycles, and define the business, organization and technology requirements that are needed to bring these experiences to life.

Services

Customer-centric Culture

A customer-centric culture is a system of shared values and behaviors that focus employees on delivering great customer experiences. We help our clients to define their customer-centric culture, based on their brand values and customer experience identity, and coach their organization in aligning the thinking and actions of all employees.

Our services range from inspirational talks to create awareness and to open minds, to full-scale culture turnaround missions.

Please contact us if you want to find out more about this service.

Journeys and touchpoints

As companies become increasingly multifaceted and interconnected, it is critical to gain deep insights about how customers interact with their business. We map and design customer journeys across all stages of the customer lifecyle from acquisition, over retention to extension (from ‘friend’ to ‘end’). Our journey design approach is 'outside-in' (customer-driven) and aims at optimizing customer and company objectives.

For each step in the customer journey, we identify and design the key touchpoints that facilitate the interaction and enable the experience in line with the customer promise. We help our clients to position all touchpoints within their omni-channel and contact strategies.

Our journey and touchpoint services include customer journey mapping & design, and touchpoint analysis, identification & design.

Please contact us if you want to find out more about this service.

Process and organization

We help our clients to design the customer processes (in marketing, sales & service) that support their customer journeys. We set up the governance structures that are needed to bring the designed experiences to life and to do so consistently.

Our process and organization services include marketing (campaign), sales and customer service process (re)design, NPS/customer feedback system set-up and customer experience governance set-up.

Please contact us if you want to find out more about this service.

Strategy

We help our clients to make clear and deliberate choices as to where to compete and how to win. We help them to face challenges in (1) acquisition, to increase penetration and attract new customers, (2) development, to make their customers buy more and spend more via cross-sell, upsell & deepsell and basket spend and (3) retention, to prevent churn, increase loyalty and create promoters. Customer and market insights guide our strategic advice: we combine facts, figures and imagination in close collaboration with our 'Learn' team.

Our strategy work includes strategic positioning, emotional experience identity, touchpoint and cross-channel strategy, contact strategy and sales strategy.

Please contact us if you want to find out more about this service.

Transformation Roadmaps

What do you need to do to bring your customer experience to life? What should you do to improve your NPS? How can you implement your customer life cycles? What are the requirements to reach your customer strategy objectives? And in which order should you implement these requirements? What do you need to do? What do you need to do now?

Transformation roadmaps define, qualify and schedule the required transformation projects, ad hoc initiatives and quick wins that are needed to bridge the gap between the current maturity level and the desired to-be state. They can take many forms, from moderate restructurings to full-scale turnarounds, depending on specific company needs, and include all core competence domains of an organization: people, process, data, insight, tools, technology and governance.

We help our clients to assess their 'customer company' maturity, to design their customer company transformation roadmaps, to calculate the underpinning business cases and to set up and manage pilots and PoCs.

Please contact us if you want to find out more about this service.

Recent Cases

  • Securex Marketing & Sales
    Securex Salesforce.com
  • NPS system at Telenet
    NPS system Telenet
  • Red Cross Contact Management
    Contact Relationship Management
More cases

Latest Blogs

  • From NPS to Net Promoter System
    Telenet NPS at bdma
  • NPS system at Telenet
    Customer Feedback at Telenet
  • How you can 'Tomorrowland' your business?
    Key lessons from Tomorrowland

We build customer companies

As Salesforce's first regional Platinum Consulting Partner in the Benelux, our certified project managers, consultants, engineers and developers select, configure and deploy forward-thinking cloud technologies within the Salesforce.com ecosystem.

Services

Marketing Cloud

Our marketing cloud services help our clients to create richer relationships with their customers and reach new audiences.

Powered by the Salesforce1 Platform, we help our clients to design, plan and deploy direct marketing campaigns that combine traditional digital channels like email, mobile, social, and the web with any conceivable product — from broadband internet to cars — to turn consumers into customers. Based on the industry-leading social marketing apps within the Salesforce.com ecosystem (Radian6, BuddyMedia, Social.com, ExactTarget SocialEngage™, and ExactTarget SocialPages™), we help our clients to efficiently and effectively apply their social marketing. Our Marketing Cloud services include campaign management, lead-to-sales management and social listening.

Please contact us if you want to find out more about this service.

Platform

The Salesforce1 Platform accelerates the development and deployment of apps. 100% cloud, it's the Customer Platform that lets our clients build any application they are dreaming of, mobile, agile and in the cloud.
Our Platform services include training registration and management, order management, stock management, calendar management, (agile) project management, integration of your back office to the platform (either in batch or in real-time).

Please contact us if you want to find out more about this service.

Sales Cloud

Built on the Salesforce1 Platform, Sales Cloud helps our clients to connect next generation apps, devices, and customers. It's an instant connection to their leads, contacts, accounts, and critical business information. It’s everything they need to close deals quicker. Wherever they are. Whenever they want. On any device.

Our Sales Cloud services include lead conversion, sales process automation, opportunity management, critical business KPI measurement, employee collaboration, collaboration on deals through partner community, account & contact management.

Please contact us if you want to find out more about this service.

Service Cloud

Built on the Salesforce1 Platform, Service Cloud enables our clients to deliver a revolutionary customer service from anywhere, anytime, on any device while at the same time it allows them to be more productive, resolve more cases, and better satisfy their customers. Service Cloud enables service teams to engage with their customers through whatever channel they prefer, without ever having to ask the same question twice.

Our Service Cloud services include service automation, agent productivity management, SLA measurement, escalation automation, internal and public knowledge base, self-service customer communities, integration with telephony systems, email, Twitter and Facebook.

Please contact us if you want to find out more about this service.

Recent Cases

  • Securex Marketing & Sales
    Securex Salesforce.com
  • Maersk Sales Efficiency
    Maersk Sales Efficiency
  • NPS system at Telenet
    NPS system Telenet
More cases

Latest Blogs

  • Heroku: My Dyno experience
    Heroku: My Dyno experience
  • Why you should attend Community events like London’s Calling!
    Why you should attend Community events like London’s Calling!
  • The 7 top features of the new Spring ’17 release
    The 7 top features of the new Spring ’17 release

We learn from/for customer companies

We help our clients to acquire, develop and retain current and future clients by providing them with the insights to take the right actions, at the right moment via the right channel. In short: we help our clients to make smarter decisions.

Services

Data Quality

Data Quality is a hygiene factor in our domain. It reflects your respect towards your customer. Data quality is the base for having a trustful single view of the truth and reliable insights. It requires a consistent set of governance rules and organisation.

Please contact us if you want to find out more about this service.

Forecast & optimize

We align your capability and capacity with future sales and customer behaviour. By doing this you can minimize costs while keeping your service level high. Furthermore this will also create goodwill with your customers, leading to more sales, more brand recommendation and more loyal customers.

Please contact us if you want to find out more about this service.

Measure

To measure is to know. Knowing how well your company, marketing campaigns, sales channels, customer care operations are performing is crucial to be able to manage your company in all its aspects. We can help you get the right insights by combining internal and external available data at the moment you need them.

Please contact us if you want to find out more about this service.

Predict

We predict future customer behaviour; e.g. which customers are more likely to churn, when is a customer open to consider your products/services, which ones are more open for cross- or up-sell. Redirecting your marketing resources to the best targets will help you maximize your ROMI and minimize the effort.

Please contact us if you want to find out more about this service.

Recommend

Knowing which customers to target with which communication is only the start of a marketing campaign. Keeping track of its flow and assessing each part is crucial to keep on improving your efforts. We nurture you with next-best-action and next best offers to activate through the right channel at the right moment.

Please contact us if you want to find out more about this service.

Segment

Knowing your customers starts with understanding who they are and what their lives, needs, desires and likes look like. Creating segments will allow you to target your product or service towards more favourable groups of customers. Thanks to persona design customer segments come to life, we give them a face. This enables us to better communicate with current and future clients.

Please contact us if you want to find out more about this service.

Recent Cases

  • Concentra Circulation Optimization
    Concentra Circulation
  • Escapo Stock Optimization
    Escapo Stock Optimization
  • Delhaize Forecasting
    Delhaize Forecasting
More cases

Latest Blogs

  • The pitfalls of customer experience design
    The pitfalls of customer experience design
  • Analytics Inspiration Tour part 2: Start small, finish big
    Start small, finish big
  • Analytics Inspiration Tour part 1: How to take data analysis to the next level
    How to take data analysis to the next level