As an independent consultant, I support you in setting up your customer service and sales in a modern and digital way. Inspire your customers, address new target groups, and make the most out of your sales potential.
My strengths: High customer orientation, hands-on implementation and transparent communication. I provide practical, fair and always solution-oriented advice. Long-winded speeches are not my thing, I prefer to get to the point.
Core Competencies
Customer Service
- Create a consistent
customer experience - Design customer-oriented
and lean processes - Secure quality and
competence
Sales
- Setup and optimise
your customer service - Integrate sales
in service - Utilize cross-
& upsell potential
Call Center
- Decide on
make or buy - Outsourcing and
invitation to tender - Manage and
motivate partners
Digital Transformation
- Integrate digital services
and channels - Attract new
target groups - Maximise your
lead potential
CRM Solutions
- Select the best
fitting technology - Transfer requirements
into working solutions - Support rollout, configuration
and integration
Support
- Project Management
- Organisational Consulting
- Process Optimisation
- Recruitement
- Trainings and Coachings
About me
I have more more than 20 years of experience in the Customer Care area. In various management positions and as a consultant, I have worked internationally for a wide range of clients and industries.
Since 2021, I am working as an independent consultant, putting my experience at the service of companies that want to redesign interactions with their customers, using state-of-the-art solutions and processes.
I can be characterized by a high level of customer orientation and an exceptional combination of pragmatism, process orientation and humour.
As a certified project manager (PMP), I also have the necessary professional and technical tools to handle complex requirements.
„The customer should actually be at the center of every company’s activities. In reality, however, this goal is often lost sight of. This results in well thought-out short-term activities that cause high costs but fail to meet expectations. Together with you, we would like to restore your customer focus – to inspire your success!“
Gregor Henke
Professional Experience
Example Projects
Setup of customer care units
Establishment of organisation including all processes, technology, recruitement, definition of mission statement and goals, integration with other company units.
Reorganisation of call center units
Realignment with focus on sales. Introduction of service provider management, bonus-malus model, reporting and dashboards, training and coaching concept.
Implementation of various CRM solutions
Vendor selection, process mapping and redesign, integration with third-party systems, configuration, testing and rollout, training and user support.
Implementation of knowledge bases
Vendor selection, knowledge management setup, content collection and structuring, integration into different channels, training and coaching.
Industry Sectors
Retail, Wholesale, Medical/Health, Logistics, Mobility, Technology, Telecommunications
Systems
Aspect Zipwire, Atlassian Jira and Confluence, eGain, Microsoft Dynamics CRM, Oracle CRM, Sabio Knowledge Base, Salesforce CRM, USU Knowledge Base, Zendesk
Contact
GREGOR HENKE
CX21 CONSULTING
Willy-Brandt-Allee 31a
23554 Lübeck
Germany
Phone:
+49/152/52827110
E-Mail:
info@cx21.de
