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IT’S OUR CUSTOMER

By Britt Damkjaer

Hardcover in color, in English, 408 pages.
ISBN 978-87-971993-0-5

€ 64,00 ex. VAT

BUY THE BOOK

Benefit from the framework and insights to navigate your transition journey – buy more copies for your team to have a joint reference. Enjoy!

"Most business leaders understand how critical it is to transform the business fast to stay competitive in markets with high customer demands. Britt’s book is an indispensable guide to help you succeed in doing just that. With a valuable framework and focus on essential success criteria along the change journey, you will be assisted every step on the way to accelerate CRM and customer programs that stick and achieve business value."
HOLGER REISINGER
SVP Large Enterprise Solutions, Jabra GN Audio A/S
"More relevant than ever. We are all looking to comprehend the process more in-depth on how to lead our organization through change, and purposefully create joint customer ownership across teams to make employees collaborate more intelligently, generating more business value. It’s OUR customer contributes with essential reading for anyone implementing and anchoring CRM or other customer-related change programs."
OLE PETER MEJER
SVP, Shared Service Center, Atea A/S
"Excellent – I’m already using elements from the framework.  The coherent models and overviews in the book make you understand the transformation process from new and different perspectives. They allow the reader to be better prepared with the right efforts and continuity to accelerate the adoption of new initiatives in the organization. The internal deliveries are enhanced and ultimately the customer experience increased. Well done!"
SØREN BOELSMAND
Sr. Product Management Lead, Global Marketing and Product Management, Maersk Drilling A/S
"Probably the most awaited in the last decade. This book is a CRM Manager’s guidebook for surviving whatever the project throws at you – keep a copy close at hand!"
MORTEN CHRISTENSEN
Manager – 365 CE & PowerPlatform, NNIT A/S
"An excellent reference book to all CRM Managers. Whether being in the middle of a CRM project or kickstarting a significant Member program, this book supports you in orchestrating the change journey while strengthening your ability to communicate and involve the teams to ensure faster anchoring of new initiatives.!"
JOHN HOLM
CRM Manager, LB Group
"Digital transformation becomes more vital than ever for all companies to ensure an active online presence without losing the personalized touch and unique experience. But business innovations programs involve many complexities and uncertainties that are important to know and address to master it effectively. It’s OUR customer provides you with great models and a framework to lead an organization-wide transformation with success."
KRESTEN FINSEN WIINGAARD
CEO & Co-owner, Adapt Group A/S
"A compelling guidebook! Leaders who seek advice in navigating through a business transformation to succeed with accelerating the adoption of CRM and commercial excellence programs will significantly benefit from It’s OUR customer."
OLE GROOSS
Commercial Excellence Manager, ISS Facility Services A/S
"I am over the moon with joy! This book helps us with substantial knowledge and concepts to obtain a comprehensive grasp on the journey of change we all are going through when working with innovative customer programs. It guides you with all the necessary steps to transform a business while managing profitable customer relationships. Most valuable for any level in the organization, and most honest about every step of the journey."
LINE HØJGAARD JENSEN
Brand Manager, Marketing, Communications & Partnerships, DGI-byen
"Very inspirational reading! An excellent handbook with comprehensive expert knowledge and valuable industry experience that energizes you to boost the efforts in ensuring the adoption of new solutions and inspires you how to involve your teams in working in new ways."
KENNETH HOLMFRED
Manager of Manufacturing Readiness, OTICON A/S
"A must-have reference book that helps you optimize your efforts and pay attention to essential areas critical to succeed with high involvement of the workforce, stakeholders, and management, and making the right decisions when you initiate, develop, implement, and anchor CRM in your organization."
CHRISTIAN JEPPESEN
Sr. CRM Business Manager, Jabra GN Audio A/S
"To ensure authentic customer engagement and fast, reliable customer deliveries, a collective mindset about looking after joint customers is a prerequisite to effectively fulfilling a business transformation with new innovative customer programs. It’s OUR customer is an excellent resource and pragmatic guidance to leaders seeking inspiration to involve employees in the process and succeed with change."
TOMAS GORRISSEN
Contact Director, Ambition A/S

IT’S OUR CUSTOMER is the must-have reference book.
Whether you are implementing CRM, customer programs, or undergoing a major digital transformation in your company, there is a need for strong leadership and a joint effort to succeed in anchoring new initiatives and collaborating efficiently to grow the business through increased customer value.

The book guides you to lead your organization through change and prioritize essential efforts that ensure a shared mindset and customer focus across teams. It provides a framework assisting you in empowering the employees to adapt to working in new ways and acknowledge the mutual benefits to increase customer experiences and deliveries jointly.

DEAR CHANGEMAKER,

THIS BOOK IS DEDICATED TO YOUR SUCCESS IN TRANSFORMING YOUR ORGANIZATION

With CRM and other business programs offering such great potential to create real value, why is the adoption of higher standards of customer excellence so hard to achieve?

That’s the very question this book answers. IT’S OUR CUSTOMER provides a hands-on guide to succeeding with the change journey, helping you prioritize what’s really needed to cultivate a collective mindset and responsibility for the customer experience across your organization.

The unique transformation framework and change journey model presented are indispensable tools
developed purposefully to help you navigate the many complexities and uncertainties you’ll experience along the way. The book is ideal as a key strategic and execution planning tool, and for kick-off workshops, steering committee meetings, ensuring collaboration and accelerating the transition to new ways of working that is so often ‘the make or break’ of so many programs.

IT’S OUR CUSTOMER will strengthen your change management competencies at every stage of a change journey wherever you sit, be it as:

Business- & Functional leader driving new initiatives

IT-leader initiating digital- and AI- transformation programs 

HR- & Communication leader guiding employees empathetically through change

Management, who’s sponsoring and leading the transformation

You are finally supported to make it happen!

Britt Damkjaer, Expert in CRM and Customer Excellence, draws on 20 years of experience with global CRM and customer programs and will be shedding light on what works and what doesn’t. IT’S OUR CUSTOMER incorporates research, expert knowledge, and exclusive industry insights from executive leaders, business- and program managers for your benefit and, ultimately, future success. See more about Britt Damkjaer on LinkedIn. 

PREVIEW THE BOOK - CLICK HERE
TESTIMONIALS

PRAISE FOR IT’S OUR CUSTOMER

What my readers say about the book
"Most business leaders understand how critical it is to transform the business fast to stay competitive in markets with high customer demands. Britt’s book is an indispensable guide to help you succeed in doing just that. With a valuable framework and focus on essential success criteria along the change journey, you will be assisted every step on the way to accelerate CRM and customer programs that stick and achieve business value."
HOLGER REISINGER
SVP Large Enterprise Solutions, Jabra GN Audio A/S
"More relevant than ever. We are all looking to comprehend the process more in-depth on how to lead our organization through change, and purposefully create joint customer ownership across teams to make employees collaborate more intelligently, generating more business value. It’s OUR customer contributes with essential reading for anyone implementing and anchoring CRM or other customer-related change programs."
OLE PETER MEJER
SVP, Shared Service Center, Atea A/S
"Excellent – I’m already using elements from the framework.  The coherent models and overviews in the book make you understand the transformation process from new and different perspectives. They allow the reader to be better prepared with the right efforts and continuity to accelerate the adoption of new initiatives in the organization. The internal deliveries are enhanced and ultimately the customer experience increased. Well done!"
SØREN BOELSMAND
Sr. Product Management Lead, Global Marketing and Product Management, Maersk Drilling A/S
"Probably the most awaited in the last decade. This book is a CRM Manager’s guidebook for surviving whatever the project throws at you – keep a copy close at hand!"
MORTEN CHRISTENSEN
Manager – 365 CE & PowerPlatform, NNIT A/S
"An excellent reference book to all CRM Managers. Whether being in the middle of a CRM project or kickstarting a significant Member program, this book supports you in orchestrating the change journey while strengthening your ability to communicate and involve the teams to ensure faster anchoring of new initiatives.!"
JOHN HOLM
CRM Manager, LB Group
"Digital transformation becomes more vital than ever for all companies to ensure an active online presence without losing the personalized touch and unique experience. But business innovations programs involve many complexities and uncertainties that are important to know and address to master it effectively. It’s OUR customer provides you with great models and a framework to lead an organization-wide transformation with success."
KRESTEN FINSEN WIINGAARD
CEO & Co-owner, Adapt Group A/S
"A compelling guidebook! Leaders who seek advice in navigating through a business transformation to succeed with accelerating the adoption of CRM and commercial excellence programs will significantly benefit from It’s OUR customer."
OLE GROOSS
Commercial Excellence Manager, ISS Facility Services A/S
"I am over the moon with joy! This book helps us with substantial knowledge and concepts to obtain a comprehensive grasp on the journey of change we all are going through when working with innovative customer programs. It guides you with all the necessary steps to transform a business while managing profitable customer relationships. Most valuable for any level in the organization, and most honest about every step of the journey."
LINE HØJGAARD JENSEN
Brand Manager, Marketing, Communications & Partnerships, DGI-byen
"Very inspirational reading! An excellent handbook with comprehensive expert knowledge and valuable industry experience that energizes you to boost the efforts in ensuring the adoption of new solutions and inspires you how to involve your teams in working in new ways."
KENNETH HOLMFRED
Manager of Manufacturing Readiness, OTICON A/S
"A must-have reference book that helps you optimize your efforts and pay attention to essential areas critical to succeed with high involvement of the workforce, stakeholders, and management, and making the right decisions when you initiate, develop, implement, and anchor CRM in your organization."
CHRISTIAN JEPPESEN
Sr. CRM Business Manager, Jabra GN Audio A/S
"To ensure authentic customer engagement and fast, reliable customer deliveries, a collective mindset about looking after joint customers is a prerequisite to effectively fulfilling a business transformation with new innovative customer programs. It’s OUR customer is an excellent resource and pragmatic guidance to leaders seeking inspiration to involve employees in the process and succeed with change."
TOMAS GORRISSEN
Contact Director, Ambition A/S

When initiating a CRM Program/Project

Your essentials for success: 

Ensure strong sponsorship and involvement 

– get an overview of the forthcoming transformation journey

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Share the purpose and the benefits across teams 

– secure resources and the right capacity to communicate and stabilize the change

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Recognize the barriers and resistance along the way  

– achieve your business goals with dedicated and structured feedback

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How I can assist you 

Consultancy Services
e.g. Program management

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Education /Workshops

On site or via online Webinar  

 

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Knowledge sharing  & Network 

Always available to you
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News

Knowledge sharing and network always available to you

Knowledge sharing and network always available to you

I was interviewed by Neil Benson, in the Amazing Applications podcast, Customery, Australia Neil wrote: Join me with Britt Damkjaer,…
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Get in shape for your business transformation

Get in shape for your business transformation

The more prepared you are before embarking on a transformation process, the better you’ll accomplish well-considered decision-making, and the more…
Read More
Now, you are finally supported in making real change

Now, you are finally supported in making real change

To introduce new ways of working demands high employee involvement in establishing a unified commitment to adopt new methods or…
Read More