How to connect with your customer

Meeting customers’ expectation in the digital age

Customers are increasingly empowered, and their expectations are continuously rising. More than ever, offering a unique and consistent user experience across multiple channels is paramount to building valuable customer relationships. Only truly customer-obsessed businesses stand a chance in an increasingly customer-centric world.

by aligning interactions design, event-based communication and customer data, businesses can innovate and focus on exactly the right moments in the customer journey; and deliver an effortless experience

Six steps towards customer centricity

  1. Strategy & insights: reviewing your business model, underpinning it with wide market experiences, sound theory and enriching it with data ensures a smooth execution and strong results.
  2. Customer moments: get to know your customer’s deepest drivers and identify the customer journeys and moments that maximize its experience and generate value for your company.
  3. Accelerate & transform: aim for continuous improvement and establish a digital customer culture of innovation through low-stakes experiments, proofs of concept, business case deployments and rapid prototyping.
  4. Single source of truth: bring structure to data chaos by aligning, prioritizing and automating processes – so you don’t waste time looking for the right core data to secure a consistent experience everywhere.
  5. Omnichannel experience: develop a unique and consistent customer experience across channels and build valuable relationships throughout the entire customer journey.
  6. Digital orchestration: continuously improve your digital communication by combining moments events, analytics and customer interactions to surprise and delight your customers thoroughly.

Enabling technologies


Record to Report in SAP: quality guaranteed

In the economy, few things are more important than Food supply. Monitoring quality and safety is therefore second nature to food companies. The food industry must comply with strict laws and regulations across the entire supply chain. How can you ensure watertight record-keeping?
read more

Recipe management in SAP: how can you benefit from it?

With food products, a consistent recipe is essential. Coca-Cola tastes exactly the same tomorrow as it does today. And a Zaans Wholemeal bread that you buy in Amsterdam is exactly the same in Groningen. This requires accurate recipe management. However, the origin of ingredients is becoming increasingly important. ERP software can help remain the consistency you aim for.
read more

SAP EDI: stay truly connected with the food supply chain

Smooth information exchange between ERP systems is essential, especially in the digital age. How can it help give your organization more control of the food industry supply chain? In other words: how does SAP EDI ease professionals' lives?

By: Paul van Os and Corné Spreij
read more

Project Lifecycle Management in SharePoint? It’s possible with WorkPoint

When you work together in a project-driven organization, you need an overview. Not only on your datasheets, presentations, and documents but also the status and progress of these projects. Of course, you prefer to collect all that project information in one place, but where? In this blog, Michel Verwijmeren, Integrated Workplace expert at delaware, explains how to use WorkPoint.
read more

Laurence Vandelanotte, Solution Lead Customer Moments

Become an intelligent business