Name: NPS is dying and in intensive care!
SKU: 1860
Price: 13062.5 DKK
Availability: InStock

An introduction to different measurement methods, CSAT, NPS, CES and R@R.
Are you ready to be challenged on your measurements? 
- Advantages and challenges of NPS.
- Cases with measurements that challenge NPS as a measurement.
- Review of the latest research on NPS.
- Connection in the customer journey between friction, frequency and financial importance.
Lectures can also be offered as a tailored workshop for a company/organisation and/or as 1:1 sparring. 



Board work

Change management

Company culture

E-commerce

Business development

Business philosophy

Many see the customers as unruly - But isn't it often the company that lacks the right insight? 
Customers and CX are a central element in lectures, workshops or 1:1 savings. 

Per has written 15 books on the subject, with the latest publication in March 2023 - "Loyalty in turbulent times" In addition, we can mention "The customer journey & the unruly customers in a digital age" and "CRM 5.0", both from 2020. Has written the bestseller "CRM Handbook" " which was first published in 1999 and which has sold more than 50,000 copies.  Happy to challenge and inspire companies and at the same time provide the tools to solve the challenges. 

He is director of the consulting company Efficiens and external lecturer at the Department of Marketing Economics, CBS. 

Per has had more than 50 international conference presentations on CRM, Digitization, loyalty, strategic use of (Big) Data society and has given presentations with up to 20,000 participants and also has extensive experience on the national stages with up to 30 lectures per year. In addition, he is also an experienced teacher with 15 years' experience from CBS at Cand. Merc., MBA, MBD, Executive and HD and currently he teaches 6 different subjects.

Per also participates in research projects, was the initiator of the world's largest research project on loyalty clubs with interviews of 275,000 members. He was project manager and co-founder of the research project "From Rio to Roskilde", one of the world's largest Smarter City Big Data live labs. Just as he was the prime mover in "Destination Digital" where data from a tourist destination was collected, analysed, shared and used using IOT, SoMe, AI etc.
Has extensive experience and insight into working with AI and how results can be created.   

Per was the initiator of the Digitalization Award in 2001, which awards public companies for their digitization work for the benefit of citizens. 

Per is capable of both the big professional posts with solid insight and a high professional level as well as the provocative and challenging posts with a smile on his face that gives food for thought. 


Per originally studied sociology, supplemented with business economics and marketing. Has experience from large international companies at manager and C-level level, as well as from consulting and the advertising industry. 

You will certainly be challenged in your mental management cage in relation to customers and the market when you are with Per!

Per Østergaard Jacobsen

NPS is dying and in intensive care!

Mange ser kunderne som ustyrlige - Men er det ofte ikke virksomheden som mangler den rette indsigt? 
Kunder og CX er et centralt element i foredrag, workshops eller 1:1 sparing. 

Per har skrevet 15 bøger om emnet med seneste udgivelse i marts 2023  -  " Loyalitet i turbulente tider"  Herudover kan nævnes "Kunderejsen & de ustyrlige kunder i en digital tidsalder"  og " CRM 5.0", begge fra 2020. Har skrevet bestselleren " CRM Håndbogen" som første gang udkom i 1999 og som er solgt i mere end 50.000 eksemplarer.  Udfordre og inspirerer gerne virksomheder og giver samtidig værktøjerne til at løse udfordringerne. 

Han er direktør i konsulentvirksomheden Efficiens og ekstern lektor på Institut for Afsætningsøkonomi, CBS. 

Per har haft mere end 50 internationale konference oplæg om CRM, Digitalisering, loyalitet, strategisk brug af (Big) Data samfund og har holdt oplæg med op til 20.000 deltagere og har også stor erfaring på de nationale scener med op til 30 foredrag per år. Herudover er han desuden en erfaren underviser med 15 års erfaring fra CBS på Cand. Merc., MBA, MBD, Executive og HD og pt. underviser han på 6 forskellige fag.

Per deltager også i forskningsprojekter, var initiativtager til verdens største forskningsprojekt om loyalitetsklubber med interview af 275.000 medlemmer. Han var projektleder og medstifter af forskningsprojektet ”Fra Rio til Roskilde”, et af verdens største Smarter City Big Data live labs. Ligesom han var primus motor i ”Destination Digital” hvor der blev indsamlet, analyseret, delt og anvendt data fra en turist destination med anvendelse af IOT, SoMe, AI mv.
Har stor erfaring og indsigt i arbejdet med AI og hvordan der kan skabes resultater.   

Per var initiativtager til Digitaliseringsprisen i 2001, der præmierer offentlige virksomheder for deres digitaliseringsarbejde til gavn for borgere. 

Per evner både de store faglige indlæg med solid indsigt og et højt fagligt niveau samt de provokerende og udfordrende  indlæg med et smil på læben der giver stof til eftertanke. 


Per har oprindeligt læst sociologi, suppleret med erhvervsøkonomi og marketing. Har erfaring fra store internationale virksomheder på chef og C-level niveau, samt fra konsulent og reklamebranchen. 

Du vil helt sikker blive udfordret i dit mentale ledelsesbur i forhold til kunder og marked når du er sammen med Per!

The toolbox for strategic work with AI and (Big) Data with lots of cases.
What is AI and how will it affect company processes in the future?
What is Big Data?
Data models? 
Collection - Analysis of data - Sharing of data and Use of data
Lots of cases and examples from concrete projects over the past 10 years from companies and research projects - including a case with building an organization from 1 to 45 employees with AI and Data. 

Can also be delivered as a tailored workshop or 1:1 consultation.

AI & (Big) Data

Management processor

Customer experience

Marketing

What is CRM? (Operational, tactical and strategic)
What is CDP?
What is the difference between CRM and CDP
The generic CRM strategies in relation to customers and markets
The toolbox for the optimal CRM implementation - where you do the right thing right!
How to choose the best software solution - 
How to implement CRM - challenges and opportunities
The CRM business case

Per is happy to share his experiences from nearly 100 CRM projects over the past 25 years.
He also answers the question "Why are there still up to 70% of projects that fail"

The lecture can be combined with a book for the participants "CRM 5.0" (February 2020)
Which is the latest book in the series of CRM Handbooks (First edition from 1999) which challenges and inspires companies in their CRM projects and at the same time provides the tools to solve the challenges and fulfill the opportunities.  

Price of the book is agreed individually according to quantity.

Listen to the podcast: The CRM strategy that creates high customer loyalty
https://karma.lazzaweb.dk/podcasts/crm-strategien-der-skaber-hoj-kundeloyalitet/


CRM & CDP

How will AI affect our processes in the future?
What is digitization?
"Nissen moves along" - How do you start a project without the analogue processes moving over into the digital platform?
Disruption - Definitions and cases
Domino disruption - Definitions and cases
What drives innovation - Technology or mindset?
Why do up to 75% of all projects not deliver value?

Can be delivered as workshop(s) and/or 1:1 sparring.

AI, Digitization and Disruption 

Customers are a big area - Do you have control over your customers?
You can choose a general intro to the subject or one/several subjects for a more in-depth focus from among the subjects below;
- Customer behavior
- How is a customer defined
- Customer satisfaction
-- Customer orientation
- The customer journey
- Loyalty (+ clubs) 
- Marketing performance
- Measurement of customer loyalty
- Personas: Potential or pestilence 
- Profitability
- Segmentation

The book "The customer journey & unruly customers in a digital age" (Nov. 2020) can be purchased additionally. Price according to quantity. 

Can be delivered as a company-based workshop or 1:1 consultation

Customer journey and customer orientation

Do you see the world as it is or do you see the world as you are?
Before the workshop, a mindset test is carried out by relevant managers/employees in the company where we identify their dominant mindset, in relation to how they use data and new technology in the interaction with customers and the market, as well as identify their experience of the company's strategic mindset.  An individual short written feed back is given to the participants in relation to the match between the mindset of the company, the employees and the market (customers). An anonymous overall descriptive report is prepared. 

According to CBS research, there are four distinctive mindsets, each of which describes a company's/organization's approach to its customers and market. The four managerial mindsets we identify are at play everywhere in modern business life. Here they influence organizations and management's strategic approach to customers and the market.
 
The managerial mindset is not a test of leadership skills, intelligence or personality. It is a test of one's own thought preferences, i.e. how the mindset equips the person concerned with a special managerial perspective on, and work with his organisation's analogue and digital interaction with the outside world. Therefore, there are no right or wrong answers, in relation to the dominant mindset, only in relation to the match between the mindset of the company, the employees and the market (customers). 

At the workshop we review the results and we look at the experience of the need for data, maturity and the biggest barriers in working with data. Data is compared and translated into a gap model. After the workshop, a summary meeting is held with the management/manager/client.
We look at data from the mindset of 60,000 consumers. 
 
The workshop is carried out together with Professor Torsten Ringberg, CBS

You can buy an additional book - "Disrupt your Mindset to Transform your Business with Big Data"

Workshop can be converted into a lecture on managerial mindset (45-90 min) or 1:1 advice. 

NPS is dying and in intensive care!

Pris

Is NPS the right measurement of loyalty and growth in your company?

Anmeldelser

Galleri

NPS is dying and in intensive care!

Pris

Is NPS the right measurement of loyalty and growth in your company?

Anmeldelser

Galleri

Andre ydelser fra Per Østergaard Jacobsen