Ralph Appeldoorn Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, Noord-Holland, Nederland

Within Public Services I am responsible for setting up and rolling out a program that contributes to improving the Municipality's cross-chain customer processes. A program started at Public Services in close collaboration with specialists from other departments. From a citizen perspective and efficiency perspective. The basis of this program is formed by a service design CX approach within the context of an agile way of working.

Amsterdam Area, Netherlands

Sometimes prospects and customers have a good and aligned (with company brand values) experience when having contact with a company. Unfortunately it is very common that they experience the contact as something different from what they were expecting. Or even something negative. Bureau Klantcontact believes the customer contact in the Netherlands can be better and should be better. That's where we can help.Because the moment of contact is the time to be show what your brand stands for. The moment to give your customer that distinctive experience. To win the battle for the customer. Especially now, when it is increasingly difficult to distinguish your product or service. A positive customer experience ensures that distinction in the market.

Arnhem, Provincie Gelderland, Nederland

Achievement: professionalising and automating customer communication within the Klant & Markt department of Liander, responsible for the SME and consumer market• selecting, implementing, activating and developing marketing automation• redesigning the organisation and introducing campaign-based working• developing main CLC-campaigns, and executing, evaluating and improving these campaignsThe marketing automation platform and way of working helpes improving Lianders daily communication and communication campaigns in a structural way. As a result we communicate more efficient, with the right message for each client, through preferred channels.In addition, I helped with the redesign and implementation of several important customer journeys from Liander, like Remediation and customer-driven work. Together with three contractors with whom Liander carries out this work in the municipality of Amsterdam.

The Hague Area, Netherlands

Achievement: (through Agile approach) contributed to accomplish Staatsloterij turnover targets 2 years in a row• improving current acquisition and retention campaigns based on CLC analyse and CJ mapping • initiating new leadgen-flows (off- and online) for fuelling direct sales channels• developing, implementing and optimizing new, online trigger-based automated campaign flows

Rotterdam Area, Netherlands

Achievement: accomplished Oxxio’s 2015 churn targets • continuing and optimizing planned campaigns (cross-/upsell) • introducing and implementing successfully a retargeting campaign• initiating a churn-driver research to improve customer experience

Amsterdam En Omgeving, Nederland

EarlyBridge is a strategy bureau for 1 to 1 customer communication and multi-channel customer experience. Together with EB I worked on some really interesting CX and CJM projects.

Enjoying family, life and time thinking and talking about future professional career directions

Achievement: established a sustainable commercial change within the Essent Customer Contact Center (800+ agents) • from cost center to profit center: > 100.000 new contracts• reduction of the average handling time (AHT) of 10%• decreasing churn, improving customer satisfaction and decreasing staff turnoverThis achievement is a result of the development and roll-out of a customer contact improvement program for the inbound channel of Essent. This program was the basis of a case that has won the NCCA Value Centre Award 2012.

Achievement: developing and managing a new marketing department (8 FTE)• responsible for all above and below-the-line retention- and acquisition campaigns for the Consumer market (over 3 million customers)• managing and coaching 8 campaign marketeers • responsible for drafting and executing the strategic and operational annual plan (P&L responsible)

Achievement: ultimately responsible for managing and further developing a range of product- and service propositions• developing and introducing ‘Verbruiksmanager’, an online service proposition with over 300.000 users within a year after introduction• responsible for the segments SME & Consumers• managing 3 (junior) product marketeers• marketing representative in a large internal Customer Centricity/Greenfield project

'S-Hertogenbosch, Noord-Brabant, Nederland

Achievement: running the first integrated, multi-channel campaigns according the developed campaign management• responsible for the sales channels Direct Mail and Outbound calling: acquiring over 100.000 new energy contracts p/y• developing and introducing the new way of working regarding campaign management

Achievement: ultimately responsible for managing and further developing 3 indirect sales and service channels: Partners, Fairs and Shops• managing and coaching 4 channel managers• developing and introducing the first physical Essent service shops all over the Netherlands

Achievement: responsible for the SME market within Essent Retail. Main tasks: developing propositions, executing marketing campaigns and market research and setting up from scratch the inbound channel for the SME segment

Achievement: one of the first employees of this start-up in 2001, an initiative to start a new loyalty concept for the Dutch Energy and Postal market. Main responsibility: market research, proposition development and partnerships

Achievement: commercially an operationally responsible for large Business accounts (e.g. NS and IKEA)

Project Manager Administrative Organisation

Business Strategy Course

Activities and Societies: Incompany Business Strategy Course, part of the management development program of Essent. Modules BSC: Vision &.

Drs, Economics

Bc., Heao, Logistiek & Economie