Magiel Tak is a senior managing consultant at Magnus Red (former Eurogroup Consulting). He has over 20 years of experience in bridging the gap between internal operations and service to customers. With empathy and in-depth knowledge he knows to translate market trends into supported and embedded business changes. He proved to be able to create 'something out of nothing’. He mobilizes management as well as operational staff to create a common vision and plan to implement. Most of his assignments aim to bridge the gaps between business and IT, management and operation, and back and front office. Cooperation is a core personal value and a main result of projects executed by Magiel.Magiel executed most of his assignments in the media & entertainment industry, at companies such as Telegraaf, Sanoma, ANWB, Reed Business Media, Endemol and HBO. Next to that, he executed assignments for companies like ENCI, Heineken, Sony, Stork and Syngenta. In 2013 Magiel initiated the Dutch National Customer Retention Survey. Based on data of 220 participants, results were presented at several events and published in different media. One major finding was that still a lot of companies try to keep their current customers at the back door, but that’s too late. Retention starts already at the beginning of the relation with the customer.Magiel also initiated the Media Benchmark, which measured and compared the order-to-cash processes of Dutch publishers. In 8 years 24 publishing companies participated with 125 measurements. Individual results were presented in one-to-one interviews and overall trends were discussed in round tables with more participants.