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Storekeepers already knew it

Written by Elisabete Zubiarrain for Buljan & Partners Consulting Some years ago CRM was the acronym in fashion, but now, in an ever-changing world it is the moment of Customer Experience. The customer-centric business is not that new.…
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Talent Experience, Infographic

Written by Raquel Calleja for Buljan & Partners Consulting Talent Experience is the solution by Buljan & Partners Consulting to align employee engagement with customer experience. The following infographic is a summary of how customer…
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Dear Customer

Written by Monique Jansen for Buljan & Partners Consulting WARNING: the content of the following post is FICTION. Although more and more companies are implementing customer centric strategies these days, CEOs still apologize frequently…

The value of customer-focused talent

Written by Rachel Calleja for Buljan & Partners Consulting Most team leaders are agreed on one mission: companies around the world are trying to build passionate, multi-generational teams based on people and their commitment to the customers. Getting…
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Customer Centric Culture vs. CRM Strategy

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting There are companies that believe they changed into being a Customer Centric company or CRM Strategy, only by having a 24/7 Call Center, investing thousands of Euros…
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e-Commerce: struggling to deliver international customer experience

Written by Monique Jansen for Buljan & Partners Consulting Just a week ago I tried to make an on-line purchase. It was a gift, I was in a good shopping mood and I decided to make the on-line purchase on a French website, as I thought…
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How is CCM understood in other parts of the globe?

Written by Buljan & Partners Consulting “A few months ago, I experienced a great jungle trek in the Northern of Laos. The agency I was trekking with was very professional, not only during the experience itself, but also at every stage…
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Know your customer

Written by Ignacio de Andrés for Buljan & Partners Consulting Know your customer: easy to say, much harder to perform. It’s been a while since the first time I heard about “know your customer” as a key factor in many Sales &…
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"I am my own Company"

Written by Antonio Igarza for Buljan & Partners Consulting For the customer, the seller is the company. The client does not distinguish between the seller or the sales manager and the organization for which they work. Customers do not…
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All we need is LOVE?

Written by Silvana Buljan for Buljan & Partners Consulting A recent study in German households reveals that financials in a partnership are more important to women than to men. Whereas women prefer their male partners to gain more money…
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Exceeding Expectations

Written by Luis Hergueta for Buljan & Partners Consulting Exceeding Expectations is the situation when results are above and beyond in the customer journey. “The key is to set realistic customer expectations, and then not to just meet…
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WOW 2012 - 2013

Written by Monique Jansen for Buljan & Partners Consulting The year 2012 is almost over, usually the right time for some reflections on the past and a wish-list for the New Year. Apart from the obvious health, happiness, success, earnings…
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The Customer Centric Organization: The Big Data Organization

Written by Björn Neumann for Buljan & Partners Consulting We definitely have reached a turning point. In the past we needed Customer Relationship Management to focus on, to analyze and to improve customer relations. Then we needed Business…
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Engaged, Loyal or Addicted?

Written by Monique Jansen for Buljan & Partners Consulting A personal story about my “Nespresso-itis” Image Source: http://es.globedia.com It usually helps understanding the effects of Customer Centricity just by analysing one’s…
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Success story of a Spanish supermarket chain

Written by Lisa Rottmann for Buljan & Partners Consulting The Spanish financial crisis challenges even the largest and most valued companies and changes strategic trends in different market sectors. A few years ago, El Corte Inglés comfortably…
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Facebook interactions B2C – C2B not as frequent as we think

Written by Monique Jansen for Buljan & Partners Consulting Facebook is an excellent social media tool for spreading corporate and brand related messages, and the number of companies that open Facebook pages to communicate with potential…