KSM University

Organizations undertaking customer signals management often find that, along the way, they identify a need for more know-how in terms of surveying customer experience. “What are the pros and cons of satisfaction, CES (customer effort score) or NPS (net promotor score)? I’ve noticed that we don’t all share the same idea of customer experience, how can I create a common language? How can I design my survey to know I’m fiddling the right knobs? How can I ensure that the improvements in my organization are successfully implemented throughout the customer chain?”

KSM factory believes it’s important that organizations work with customer experience themselves, and we have therefore bundled our know-how and experience in a number of training courses. We can advise you on the best training for your particular situation.

Individual coaching

Are you new to your role in which you must deal with customer experience, or do you need a new way of measuring customer satisfaction? Are you looking for a bit more know-how and confidence in your current role? Would you like support when implementing a change program in the customer satisfaction field? Individual coaching could be the right choice for you.

For more information,  feel free to contact Zanna at zanna@ksmfabriek.nl or +31 6 23511779.

Introduction lectures in customer experience management

Is your organization working at customer experience but things are not moving forward quickly or effectively enough? Do you feel there is more to be achieved? It may prove useful for you all to learn more about all the possible options, what other organizations do, to get you all speaking the same language and making it easier to discuss hard and firm activities together. Is the CEM training course still a step too far? We can offer an alternative in our customer experience management introduction, comprising two three-hour lectures.

For more information,  feel free to contact Zanna at zanna@ksmfabriek.nl or +31 6 23511779.

Post-bachelor Customer Experience Management course

Do you yourself want to be a good adviser in the field of customer signals management and customer experience? We have established the post-bachelor Customer Experience Management course in collaboration with the School for Customer Management. Another option is to only follow the CEM module, which teaches you the sense and nonsense of CE within a three-month period, so you can get straight to work in practice. Zanna is a principal lecturer in the CEM module, which she herself designed. On average, students score this module an 8.9!

For more information,  feel free to contact Steffi Waslander on +31 6 16369245.

 “Thanks to Zanna’s coaching, I now have more insight into how I can fulfill my new role and take control. Zanna provided me with concrete advice which I can apply in daily practice. She also challenged me to move out of my comfort zone. All in all, her coaching helped me a great deal.”

Jacqueline Essien, services evaluation employee Municipality of Amsterdam

“We requested that Zanna coach our sector managers in Customer Experience Management in two tutorials. What is it? When should you deploy CEM? When should other methods be used? What are the trends and what best practices are seen? We had a multiple target; knowledge development but also the development of a common language.

The tutorials were very educational, with an information part alternated with an practical part . Step by step, we were introduced to the trends and hypes of customer centricity. Zanna is impassioned, an expert in customer centricity who knows exactly how to convey it to the rest of us.”

Ton van Alphen, Head of customer contact office, Brabant Water

“Zanna is a wonderful principal lecturer. She gives you confidence, advice and enough time for questions. She speaks of her profession with passion. She asks the right coaching questions, allowing you to find your own answers and a solution for whatever issue you’re facing. Add to that her vast experience in the professional field, and lessons learned from Zanna become extremely valuable ones.”

Maaike Stil, Team leader customer contact center, Eneco