ProsessPodden

In this episode, Frode, Hege, and Thomas discuss the importance of collaboration portals in strengthening the relationship between organizations and their members. They offer insights into how such portals can improve communication and support learning, resource management, and security, as well as how to measure value creation. The discussions cover a wide range of topics, including: Communication and interaction between members and organizations: This includes the importance of improving two-way dialogue through digital platforms such as the "MinSide" portal. Optimizing member administration and follow-up: They discuss how organizations can free up time by using automated tools and recognize the value of involving members more in the processes. Synchronized resource setup: They discuss how organizations can leverage modern technologies such as Microsoft Teams and Dynamics to streamline internal processes and collaboration. Privacy and security: This is also an important consideration, with a careful examination of how organizations can achieve GDPR compliance and keep data secure within the portals. User support and user training: They emphasize the need for thorough training and a solid training strategy to ensure the successful implementation of these tools. They conclude the conversation by noting the importance of measurable goals and prioritization in ensuring the successful adoption and use of these self-service and collaboration solutions. Topics: 00:52 Introduction of Hege and Thomas 02:14 What is a collaboration portal? 07:07 How can MinSide improve customer communication? 12:18 Examples of features in a collaboration portal 16:28 Artificial intelligence 17:48 How do you get started? 20:46 More examples of use 22:24 Streamlining administration 32:35 Use of collaboration portals for courses, training, and resource management 34:21 Measurement and needs assessment 35:50 Privacy and security 41:33 Value creation 44:03 Concluding reflections

In this episode of ProsessPodden, Frode Stenstrøm leads a discussion with experts Øyvind Nilsen and Eivind Lofthus about the concept of data-driven organizations. We discuss what it means to be data-driven and why this is important. We also discuss how companies can organize themselves to successfully use data analysis and reporting to improve operations. The podcast's main message is how companies can overcome barriers to effective insight and analysis. 00:00 Introduction to data-driven companies 00:27 The guests' backgrounds and experience 01:05 What is a data-driven company? 01:07 Clarification of terms: What is a data-driven company? 02:13 The relevance of data-driven companies in today’s society 05:06 Building a strong culture for analytics and data-driven decision-making 09:36 Challenges and solutions in implementing data-driven systems 17:15 The importance of data quality, ownership, and the use of the figures 21:16 What can we do about poor data quality? 26:01 Use of Artificial Intelligence 30:49 How to begin the journey towards becoming a data-driven company 32:09 Does the choice of technology matter? 36:27 Closing remarks and thanks

In this episode of ProsessPodden, Frode was joined by Trond Gudbrandsen from Leonberg and Tor Kristoffersen from ProsessPilotene to discuss these questions. What is NPS and how is it used? Trond began explaining this well-known concept: "NPS is a simple question that you often receive after contacting customer service. It asks how likely you are to recommend the company or product to a friend or colleague," said Trond Gudbrandsen. "You answer on a scale from 1 to 10. Scores of 0–6 count as minus 1, 7–8 are neutral, and 9–10 count as plus 1." Net Promoter Score, or NPS, is a measurement method that many marketers swear by. It is often used because it is simple and provides an indication of customer loyalty. "But who uses NPS?" Frode asks. "It is mostly used in the B2C market, but could also be used in B2B. The difference is that in B2B, you often have more control over your customers, which makes direct communication easier," Trond explained. Tor Kristoffersen also commented on NPS: "NPS doesn't take into account the context behind the response. It provides an answer, but a very simplistic picture," he said. Advantages and Disadvantages of NPS NPS definitely has its advantages. It is easy to use, standardized, and can yield a high response rate. "I believe that NPS is an oversimplification in many ways, but it also has some positive aspects, such as benchmarking and customer engagement," Trond argued. "But there is a certain cultural dimension in Norway that may cause us to perceive NPS scores differently from other countries." On the other hand, NPS can overshadow important issues. Tor shared an experience from customer service: "I once worked with a company that was convinced its low NPS score was due to long wait times. They reduced the wait time, but the score dropped. It turned out that customers wanted good customer service, not just fast service." When it comes to the B2B market, NPS may be less relevant: “I don’t necessarily think NPS should be ruled out in B2B, but it may be more difficult to get nuanced responses,” Tor commented. How can you measure customer satisfaction effectively? If you want insights into customer satisfaction, there are several methods besides NPS. Tor recommends: "Map the customer journey and assess whether NPS is the right approach, or whether you should dig deeper and conduct more thorough research." Trond's advice: "It is important to have a clear objective for what you want to find out, formulate hypotheses, and then validate them through quantitative research." Tor elaborates: "Use the data you already have. Analyze repeat purchases, churn, and other key metrics to identify hypotheses you can test." Companies can also consider using interviews or focus groups to gain more detailed insights. Summary Despite the simplicity of NPS, it provides some important indicators, but it is essential to combine it with other methods to gain a complete understanding of customer satisfaction. ProsessPodden concludes with thought-provoking tips from Tor and Trond: "Satisfied customers often become loyal, but loyal customers are not necessarily satisfied." – Tor Kristoffersen "Unfortunately, there are no shortcuts to complex issues. Consumers make choices with both their hearts and minds in a complex sequence," – Trond Gudbrandsen Listen to the full episode below, or follow ProsessPodden on YouTube, Spotify, and Apple Podcasts.

In this episode, Frode Stenstrøm takes a deep dive into effective reporting and decision-making together with Per Kveim, CEO of ProsessPilotene, and Head of Analytics Eivind Lofthus. They discuss what data-driven management really entails, how experience and intuition come into play—and why a solid data foundation is essential for making good decisions. You'll hear how companies can become more data-driven by integrating work processes with information systems, and how this contributes to business growth, customer focus, and improved sales processes. Listen to the full episode below:

Listen to ProsessPodden on YouTube The key to successful change Moelven Industrier is a good example of a company that has taken this seriously. Their deliberate approach to leadership development and internal communication has provided them with valuable insights. Frode Stenstrøm from ProsessPilotene has invited Terje Melheim and Ida Langdalen Kristiansen from Moelven to discuss how they have approached this and what effects they have seen. They discuss why leadership development and effective internal communication are so crucial to achieving success. Moelven has found that active leadership is not just about making decisions, but also about being present and involved throughout the organization. It is about building a culture where change is not simply imposed, but driven by all employees. "You may need external capacity and expertise to realize your ambition. But retain ownership yourself." – Terje Melheim This conversation with Moelven offers insight into how a deliberate and holistic approach to leadership can contribute to better work processes, greater value creation, and increased success with technology projects. Hopefully, their insights will also inspire you to strengthen leadership in your own organization. Listen to the full episode below—or follow ProsessPodden on YouTube, Spotify, and Apple Podcasts.

In this episode of ProsessPodden, you'll hear a practical customer case in which Trond Jarnes, Business System Director at Jets Group, discusses the AI-based solution for order processing in Dynamics 365 Sales. Listen to the full episode below: ProsessPilotene has helped design and implement the solution, which automates parts of the order process and frees up valuable time for the sales department. The result is more efficient workflows, smoother operations – and significant time savings. Does your company need to optimize its workflows? Contact one of our advisors for a no-obligation chat!

This time, ProsessPodden explores how modern technology affects the demands placed on customer dialogue—and all the opportunities it offers. We discuss what real-time marketing is, why it is important, and how to get started. Our goal with this episode is to motivate you to take the step from traditional marketing to real-time marketing. You’ll hear about practical experiences and best practices in targeted communication and the use of Microsoft Dynamics Customer Insights (formerly known as Dynamics 365 Marketing). We’ll also touch on future developments in Dynamics Customer Insights. What is real-time marketing? Real-time marketing, or trigger-based marketing, is a strategy in which communication with the customer is triggered by a specific action or event, such as when a customer abandons a shopping cart in an online store. This contrasts with traditional mass communication, which can often feel intrusive and irrelevant. Real-time marketing makes it possible to tailor the message based on customer behavior. This increases its relevance and effectiveness. "You need to get to know your customers. And understand them!" – Geir Andreassen Our experience from project work Experience from various projects shows that real-time marketing offers significant benefits. For example, at ProsessPilotene, we have seen an increase in efficiency after implementing real-time marketing in connection with seminars and webinars. In this episode, you will hear more examples of how it has been used effectively in our customers' processes. How to Get Started with Real-Time Marketing To implement real-time marketing, businesses must first ensure good data quality. Poor data quality can make communications irrelevant, undermining the entire purpose of real-time marketing. It is advisable to start small with simple customer journeys and then build on them as you gain more experience. With proper planning and the right tools, such as Dynamics Marketing and Power BI, real-time marketing can be scaled to suit both small and large businesses. Listen to the full episode below—or follow ProsessPodden on YouTube, Spotify, and Apple Podcasts.

In this episode of ProsessPodden, host Frode Stenstrøm and guest Andreas from ITEO discuss how companies can align their business objectives with their marketing and communication objectives. They explore the importance of brand building, buying processes in the B2B market, and being remembered by potential customers. The episode also explores the differences between B2B and B2C marketing, as well as trends in the use of artificial intelligence in marketing. Gain insight into how to develop effective marketing strategies and metrics, and the importance of collaboration between sales and marketing. Contact information: Creative Director at Iteo: Andreas Thue (LinkedIn) Host Frode Stenstrøm (LinkedIn) Follow ProsessPilotene's YouTube channel for more relevant videos Music from Royalty Free Music for Video Creators | Epidemic Sound 00:00 Introduction to measurable marketing 00:41 Guest introduction and background 01:29 The importance of brand building and visibility 04:54 The difference between B2C and B2B marketing 15:23 Strategies for effective marketing 19:56 Operationalization and metrics 21:53 Marketing inputs 22:56 Operationalization of marketing 33:48 The future of marketing and technological trends 36:40 Conclusion and key takeaways

In this episode of 'Prosesspodden', Frode Stenstrøm discusses strategies for attracting new members to Norwegian organizations. Key guests Eirik and Thomas share their insights and experiences on the topic. Essential aspects such as data quality, communication methodologies, the use of modern technologies (such as AI) in member recruitment, and the inclusion of emotional drivers in membership packages are discussed. The guests also explore the importance of measuring results, understanding the different needs of current and potential members, and approaches to member retention. Finally, they discuss the advantages and limitations of using internal resources versus external agencies, particularly when it comes to producing marketing content and managing customer relationships.

In this episode of ProsessPodden, Thomas and Marie from ProsessPilotenes project office are joined by Frode Stenstrøm to discuss the key elements of successful project management. What can you do as a client to help your projects succeed more often? They cover a range of topics, from risk factors to the customer's role and from project initiation to post-completion, offering practical advice based on their combined experience in customer relationship management and project management. Specific focus areas include defining clear project goals, securing management buy-in, managing expectations and scope, and continuous improvement after the project ends. ProsessPodden emphasizes the importance of collaborative teams, iterative work, and customer engagement in achieving project goals. ProsessPodden concludes with Frode inviting listeners to engage more with ProsessPilotene through their website and YouTube channel, and to contact him with feedback or about future interview opportunities. Contact information: PMO Manager Marie Andersson (LinkedIn) Project Manager Thomas Stene (LinkedIn) Host Frode Stenstrøm (LinkedIn) Follow ProsessPilotene's YouTube channel for more relevant videos 00:00 Introduction to the topic and guests 01:38 How can the customer contribute to project success before the project starts? 07:07 How can the client contribute to project success during project execution? 10:17 How can the customer contribute to project success after project completion? 12:48 The customer's impact on project risk? 17:07 Final tips and summary Music from Royalty Free Music for Video Creators | Epidemic Sound