Customer experience management, strategie, interim management
Oversee and execute a Business Transformation from Vision(building) to implementation. I help you to translate your vision to day- to- day processes including KPI's. From there I will be there to ensure the needed and targeted transition. My forte is to take on the programs and projects that others think are close to impossible to execute.
- Design and implementation (from Strategy and Blue Print to execution) of a Customer Management Organisation for a large Government Administration
- Business Process Redesign and Program Management in a Care organization for CRM/ECD
- Heading a large scale/European Customer Service operation
- Design and implementation of sales and delivery process within a complex structured (technical) organization (from prospect to delivery and billing)
- Post Merger Integration of Sales and Operations departments and activities
- Restructuring of a Customer Service operation in an Utility environment
- Transformation an IT department into a Customer Centric organization
- Design and implementation of a Customer Management Process within a complex administrative organisation
- Design and Implementation of Service processes and Intake Process at a Healthcare organization
- Managing a Sales Support and Customer Service activity at a Life Insurance company
- Several CRM implementations from the business side
- Outsourcing and Co-sourcing Projects
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