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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…
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…
Net Promoter Score resultrs
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Are brands and employees manipulating NPS® results?

Written by Miguel Sanz for Buljan & Partners Consulting We all know that the NPS® metric (Net Promoter Score) is commonly used by companies as a reference to measure customer experience with a single question: Would you recommend the…
Customer Journey as a present
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A New Year´s present for Aramon

Written by Monique Jansen for Buljan & Partners Consulting   Customers often give free advice to the companies that supply them. So do I, especially when I really care and really believe in the company I am writing about. Or because the…
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…
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…
regain customer trust

7 tips to regain your customer's trust

Written by Monique Jansen for Buljan & Partners Consulting On Saturday, October 3rd, the Spanish press released the initiative of the Volkswagen group to create a customer call service for those affected by the scandal related to diesel…
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…
internship at buljan and partners

Internship experience in our consulting firm

Written by Monika Meier, Roberto Hernández and Mona Mueller for Buljan & Partners Consulting Monika's experience at Buljan & Partners Hello, good morning... My name is Monika, I am 20 years old and I am studying International Business…
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,…

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…

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…

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…
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“What I talk about when I talk about CRM”

The title of this article is inspired by Haruki Murakami´s book title “what I talk about when I talk about running”. I am not pretending to be a CRM all-terrain expert. When I talk about CRM I prefer to focus on “fit to process”, the…
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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.…
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…
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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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