Rikke Knutzen

The development project focuses on designing a new service based on expressed needs from customers. The project will include direct customer and stakeholder involvement in both the research, analysis and design stages and the goal is to create a service portfolio that support our business objectives by both delivering a good service experience and a service concept that matches true needs of the market.

The project is an organizational development project that aims to transform the way we relate to our customers in sales from “technical sales” to “commercial service”, both to provide a better customer experience and to increase our sales.

I was in a project management team with a sales manager colleague, where my role was to manage and facilitate the project and her role was to ensure the sales profession point of view. The project involved 10 of our colleaques from all over the world… Vis mere

The project is an organizational development project that aims to transform the way we relate to our customers in sales from “technical sales” to “commercial service”, both to provide a better customer experience and to increase our sales.

I was in a project management team with a sales manager colleague, where my role was to manage and facilitate the project and her role was to ensure the sales profession point of view. The project involved 10 of our colleaques from all over the world and through three workshops I facilitated we developed a set of recommendations for a new sales approach together with project ideas and an implementation plan.

The initiative project statement was about defining the best sales person, but with the use of female characteristics and service characteristic the concept we propose is not just on a person level. It is a threefold proposal recommending that we need:
1. The right profile (not gender): visualized as a persona
2. With the right competencies within commercial service to customers (sales): made into ten sales techniques
3. In the right organizational structure: visualized as a network
Vis mindre

I work with developing an innovation proces to support the service business. The innovation proces has to ensure that we develop products and services that are according to market value and customer needs.

Development and communication of a strategy for the After Sales Business at MAN PrimeServ in Holeby and Frederikshavn. The project was structured through 5 workshops across the organization with both toplevel and departmental involvement.

Besides being Project Manager and facilitating the process, I took part in designing the communication material including logo, gimmicks, posters and brochures.

I acted both as project manager, researcher and designer on this project, that spanned the entire development proces from field studies through analysis to concept design and to a detailed implementation plan.

The Returnsystem are now more competitive - both seen in relation to the market and the internal processes. This included redefining the service, designing userfriendly procedures for the front- and backoffice as well as creating and layouting documentation to enhance the… Vis mere

I acted both as project manager, researcher and designer on this project, that spanned the entire development proces from field studies through analysis to concept design and to a detailed implementation plan.

The Returnsystem are now more competitive - both seen in relation to the market and the internal processes. This included redefining the service, designing userfriendly procedures for the front- and backoffice as well as creating and layouting documentation to enhance the experience and understanding of the service. Vis mindre

In this project I redesigned a service product to be more user centred. This including visiting customer to get intel about the current system and the experience, through analyzing the critical aspects over concept development to a final implementation of the solution.

After the implementation of the solution the customer's experience was raised, which led to a more loyal and satisfied customer. The project led to ensuring a higher share of wallet from the customer and more efficient… Vis mere

In this project I redesigned a service product to be more user centred. This including visiting customer to get intel about the current system and the experience, through analyzing the critical aspects over concept development to a final implementation of the solution.

After the implementation of the solution the customer's experience was raised, which led to a more loyal and satisfied customer. The project led to ensuring a higher share of wallet from the customer and more efficient processes internally.

The concept later showed to be applicable to several other customers, thus adding more value to the business. Vis mindre