Makesence serves as a catalyst to transfer organizations to customer-centric and –driven organizations. I can deliver the (consulting) means, (interim-management) power and expertise to make sustainable transfers to more nimble organizations.
Customer Journey Mapping (CJM)
By means of Customer journey mapping I help organizations to step into their customer’s shoes and see their business from the customer's perspective. The CJM methodology helps to gain insights into common customer pain points, how to improve the customer experience, and define what (prospective) customers need in order to complete a purchase or experience a service.
Sales Scan
The sales scan is a structured, short and powerful analysis of buying and selling processes and activities. Inside-out (what are the bottlenecks for the organization to sell?) as well as outside-in (what retains the potential customer to buy?). The scan provides a short- and long term roadmap for sales performance improvement.
Service Scan
The service scan is a structured, short and powerful analysis of service processes and activities. Inside-out (what are the bottlenecks for the organization to deliver excellent customer service?) as well as outside-in (what retains the customer to experience excellent customer service?). The service scan provides a short- and long term roadmap for customer service performance improvement.
(Multi- or Omni) Channel Scan
The channel scan is a structured, short and powerful analysis of the performance of direct and (possible) indirect customer channels and activities. Inside-out (what the performance and maturity per channel) as well as outside-in (what are the preferred channels for (potential) customer use and interaction between them?). The channel scan provides a short- and long term roadmap for individual channel performance improvement and interaction between them.
Clients