Freelance CRM/CX Expert

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


  • 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


  • 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


Aspect Zipwire, Atlassian Jira and Confluence, eGain, Microsoft Dynamics CRM, Oracle CRM, Sabio Knowledge Base, Salesforce CRM, USU Knowledge Base, Zendesk


Willy-Brandt-Allee 31a
23554 Lübeck