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CRM Idol 2013: finalists announced!

Written by Silvana Buljan for Buljan & Partners Consulting Yesterday 5 out of 12 semi-finalists have made it to the finals of this year´s CRM Idol contest. They are mindtouch, uservoice, cirrus insight, blue camroo, and next principles.…
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How do we move from transactional to experiential?

Written by Silvana Buljan for Buljan & Partners Consulting Many organizations invest important efforts in defining guidelines, process maps, customer journeys, compliance rules and so on for giving employees guidance in human interactions,…

The customer centric toilet business

Written by Monique Jansen for Buljan & Partners Consulting In December 2011, I made the artistic picture shown below, situated in the Kalverstraat in Amsterdam.  I was there on one of my family visits, and that day I was searching for…
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CRM Idol 2013: semi-finalists announced!

Written by Silvana Buljan for Buljan & Partners Consulting Last week the 12 semi-finalists of this year´s CRM Idol contest have been announced, all of them passed a selective process of references, presentations and product demo´s.…
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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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Who’s the one enjoying an unforgettable experience the most?

Written by Raquel Calleja for Buljan & Partners Consulting Who enjoys a show the most? Spectators or artists? The latter see how their effort, their creativity and their coordination can be touching, even for the most severe critics. Who…
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Customer-centric leaders: be excited to excite

Written by Raquel Calleja for Buljan & Partners Consulting They are the motor which moves the company; they are key gear between strategy and implementation to the client but they are frequently also the most ignored. Middle managers,…

Customer Centric Management in online business models

Written by Luis Hergueta for Buljan & Partners Consulting Today, we are facing a mindset change from offline business models to offline-online combined business models. It is combined because online business models often start with the…
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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…

The loyalty card is back!

Written by Monique Jansen for Buljan & Partners Consulting During the late 90’s and the early years of the 21st century, in many of the CRM mindset training sessions I delivered for our clients, I used to ask participants to get out their…

Customer Centricity in the public sector: innovation or obligation?

Written by Silvana Buljan for Buljan & Partners Consulting I stopped reading the newspaper. Just writing this gives me an enormous feeling of liberation. There´s no day that passes without bad news topping nice announcements – if there…
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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…