The Biobest case: combining operational excellence and customer intimacy
Biobest is a multinational selling insects and pollinators. The recent years marked a shift from selling through distributors to direct selling via an online platform. And this transition sparked reflection on how to create the best customer experience. Flexso helped Biobest connect their CRM, ERP and Marketing tools with the e-commerce platform to combine both operational excellence and customer intimacy.
Digitizing allowed us to approach customers based on their purchase behaviour.
It’s only a happy ending if you get the whole organization on board
If you want to scale as a company, you have to align certain processes. Nobody is surprised when financial processes or technological choices are defined in a common framework so that the entire company is aligned. But when it comes to customer experience, these processes are all too often vaguely or shoddily defined.
De Tijd and L’Echo asked our expert Marjolein Callant how to leverage technology to improve customer experience.
Read the full article:
Ask the industry experts
What does customer experience mean in the e-commerce era? What digital strategies and tools can you use to set your company apart from the competition? De Tijd and L’Echo organized a round table discussion with industry experts from Soudal, SAP, SafeShops.be, Biobest (Dutch) and Anais Digital, AMP and VOO (French).
Watch the livestream of the round table: