The digital transformation of customer relationship management



Because even the most innovative companies require effective management for a digital transformation to work. Here are the right tools and management approaches to make it happen.

  • The Chief Marketing who needs to upgrade to a new level of professionalism.
  • The CEO who is very interested in the well-being of its key customers.
  • The digital transformation manager who needs to factor in the customers as well.
  • The consulting partner who needs to advise her clients on their future with customers.
  • The sales manager who wants to increase sales in a sustainable and structural way.
what is the purpose of a data warehouse

how to make it work for you

how to build a data warehouse that works for your business

ensure processes are in place to manage and use the data warehouse effectively

Data management tools
use the right tool for each job, not just one tool

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece.

Q. How is customer data collected?
  1. Customer data are entered directly into the system
  2. Customer data are entered into the system through a gateway system (e.g. website)
  3. Customer data are processed in an external data warehouse

Q. How do you maintain your customer data?
  1. We have not yet mapped the customer data to our core processes
  2. We map customer data to a limited number of processes where these processes match our business model
  3. We map customer data to all processes and can build a complete 360 view of the customer (KANA 360)
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
oliverwymanRJ2014 03_Missing Links_Ipad.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.


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