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The Magic of customer Impact Management

Written by Monique Jansen for Buljan & Partners Consulting Today the majority of businesses continue to be structured in a traditional manner, either through an organizational chart or a mixed approach (a combination of conventional methods…
digital customer experience
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A human look at a digital future

Written by Elisabete Zubiarrain for Buljan & Partners Consulting At the start of July, I attended the 20:20_CX Summit in London, an event dedicated to Customer Experience, participating in which were a range of very interesting speakers…
people customer experience
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The key to success is not in processes nor technology, but rather in people

Written by Elisabete Zubiarrain for Buljan & Partners Consulting A few weeks ago, I traveled with my family to three different cities in the United States, a leader in customer service. Although I realized that we still have a long way…
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…
Building the digital transformation

12 Takeaways for Digital Customer-Centric Transformation Projects

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting Picture: Do you appreciate your customers? Seen in a Saloon in Fort Worth, Texas during the hybris Americas Customer Days, 2015 SAP hybris software: how to set…
technology and customer journey

How can Technology support Digital Customer Journey?

Written by Bianca Lorenz for Buljan & Partners Consulting   Marketing executives from the automotive and technology industry agree: Once seen only as a necessary supplement to advertising on main traditional media such as TV, radio…

Out with the Old and Into the Future: Keys to Best-in-Class Self Service Experiences

Written by Boaz Amidor, guest in our CCM blog, for Buljan & Partners Consulting In the face of complexity and change, software vendors and service providers strive to develop an efficient customer engagement strategy that is adaptive…
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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…

The 3 Fs of Digital Experience

Written by Luis Hergueta for Buljan & Partners Consulting Now that I think over Digital Customer Experience, we read in the news that the Spanish Bank BBVA is going to change its top management in order to reach its goal for a digital…
CRM 2015 Las Vegas
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We´ll be attending #CRM2015 in Las Vegas!

Written by Luis Hergueta for Buljan & Partners Consulting At the end of March, one of the biggest CRM events takes place in Las Vegas: CRM2015 by SAP Insider. An excellent occasion for Buljan & Partners Consulting to once more travel…

Technology in Customer Centric Organizations: be innovative and competitive

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting What is customer centric technology? How is it applied and how can it support customer centric organizations? In a nutshell customer centricity is aligning…

Key Performance Indicators (KPIs) in Customer Centric Organizations

Written by Björn Neumann (follow me on @CCMTechnology) for Buljan & Partners Consulting While changing your company from a product or service driven to a customer centric organization you might have come to the question of “How to…
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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…

Technology yes, but with more common sense

Written by Antonio Igarza for Buljan & Partners Consulting The implementation of a CRM software tool in the Sales Department of a company is a very important point. But this will not solve itself the current challenges our modern society…