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The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting A desperate customer in search of help and solutions often finds himself confronted with complex procedures, incomprehensible sales pitches and decisions made unilaterally in the…
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Customer Effort taken to SME level

Written by Monique Jansen for Buljan & Partners Consulting Just before Easter, I engaged in an interesting LinkedIn conversation in the “CRM&CEM professionals” group, triggered by an excellent article written by Sampson Lee, in…
Customer Experience with your partner
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A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting The practice of paying for a service after using it ("pay-per-use model") is becoming increasingly popular in current society. End customers and users are setting the pace of this trend as we can see in…
A patient experience officer working
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Patient experience officer, an emerging profession?

Written by Carlos Bezos Daleske, as guest blogger, for Buljan and Partners Consulting An article published by Erick Wicklund at mHealthNews describes the rising position of the patient experience officer in the U.S. The author identifies two…
customer experience sucks?
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Customer Experience sucks?

By Buljan & Partners Consulting The importance of the customer experience in achieving your goals Do you really believe that the experience of your customer is of no importance? Do you fulfill the expectations you promissed? Do you really…
Crm vs ccm

Radio Interview Silvana Buljan: "The heart of the matter"

By Silvana Buljan for Buljan & Partners consulting What is CCM (Customer Centric Management)? How does it differ from CRM (Customer Relationship Management)? While CRM (Customer Relationship Management) is closely linked to data, systems,…
What is customer centric management

Vídeo: What is Customer Centric Management?

By Silvana Buljan for Buljan & Partners Consulting "Saying that my company is a Customer-Centric organization and really making my customers feel that they are in the center of our business are two different things". Silvana Buljan explains…
employee experience management
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Employee Experience Management

Written by Raquel Calleja for Buljan & Partners Consulting Can the employee’s experience lead that of the client? The commitment of employees and clients is highly and positively interrelated, as was highlighted in the analysis report…
being in your customer shoes
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2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting   Becoming a customer-centric organisation is a complex process, as it involves all the company levels and entails changing the way the people involved think. However,…
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Improving (more than just) Customer Experience with CPQ Technologies

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting CPQ (Configure, Price, and Quote) technology is a key success factor to improve customer centric B2C and B2B processes.  What are the advantages and aspects…

Does My Emotional State Influence My NPS Evaluation whether it is Monday or Saturday?

Written by Miguel Sanz for Buljan & Partners Consulting If today is Monday, (the beginning of the week!) I have five working days ahead of me. So, do I have more energy? Am I more positive? More receptive? The days of the week have a…
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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…

"Back to school" and Customer Experience

Written by Silvana Buljan for Buljan & Partners Consulting  The crisis in Spain is officially coming to an end; there are more foreign investments and labor market is starting to move again. Thus, we have been vacationing with less fear…
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A great example of the difference between CRM and CCM

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting A great example of the difference between CRM (Customer Relationship Management) and CCM (Customer Centric Management) Or in other words, the demonstration that…