Anne-Marieke van der Kloet (ShopWorks): ‘Secrets behind customer success are immensely interesting’

In the early years of internet agency eFocus she was already there and witnessed the development into a global company. With the switch to Shopworks, Anne-Marieke van der Kloet is once again tapping into the same source of exciting entrepreneurship.

Why did you leave Valtech?
“I started working at eFocus ten years ago. That was the time when the founders were still in business as entrepreneurs. There I experienced the best imaginable time at the office. It could not stop in terms of growth, customers and innovations. That success became known and eventually led to the acquisition by Valtech. Then you automatically get a transition and you have to ask yourself whether and for how long you want to be part of such a worldwide network. That was a process. Once it came to a point, I struck up a conversation with Marc-Paul Brandt, co-founder of eFocus and Shopworks. This band has always been good and I couldn’t pass up an opportunity to work together again.

What did you hit on?
“The ambition to make a difference. This is a club that does not simply accept and execute assignments, but enters into partnerships and wants to grow with its customers. We want to be on the ball, work effectively, deliver value and craftsmanship. This also suits me as a person.”

How did you adapt, in times of corona?
“ShopWorks is a company with short lines of communication. From day one I feel at home in the team. It makes a difference that I’ve known the men behind the company for years, so I knew where I ended up. And in terms of getting to know the team: I spend a lot of time at the office and anyone who wants to can do that – provided it is responsible. That’s how I see people. And if you listen carefully, you quickly get an image.”

So a good starting point, but what does your job entail?
“If you look at it from a bird’s eye view, I am responsible for customer success. That sounds pretty loose, but it encompasses everything that makes us and our customers successful. I’m there for the team and I want them to make a difference. That means an agile transformation, attention to people and culture, but also the finance part of the organization. In short, I am laying the foundations for further growth. Now that means setting many things in motion at the same time and if that goes well, the interpretation of my role will change.”

How?
“I find the secret behind customer success immensely interesting. Once the foundations are in place here, I will focus more on the power of the combination of commerce and humanity. You can determine where you want to go from an Excel or Powerpoint, but it is the people who do it. With us, but also with the customer. The interesting thing is that often the founders are still on board in the company. I no longer talk to a board that reports to an American headquarters, but to someone who is committed every day to make his company successful.”

What does that mean in concrete terms?
“We are a full-service agency in e-commerce. A one-stop shop that remains a partner for growth even after go-live, through the use of strategy and marketing. In order to serve clients well, it is important that we think about what they are asking and really understand what the goal is. Our clients like it when they can place technology and marketing with one party. This relieves them of their worries and they can make direct contact when necessary.”

Looking to the future: what would you ever or never want to do again?
“With all the lessons I’m going to learn here, my world will change anyway. I can’t say exactly what I want, but I like entrepreneurship. Maybe one day I’ll take the plunge and start a start-up. I think it would be cool to build something from scratch.”

* This article originally appeared in the June issue of Emerce magazine (#184).


Source: Nieuws – Emerce by www.emerce.nl.

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