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.…

Leaders also need support and recognition

Written by Silvana Buljan for Buljan & Partners Consulting Any Project of transformational change requires the backing and commitment of the leaders in our businesses. This has been demonstrated and is indisputable. It is especially true…
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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…

Net Promoter Score: Ways to turn loyalty into a competitive advantage

Written by Buljan & Partners Consulting Driven approaches to innovation don’t always grow in line with company expectations. The hard truth is that it takes more than good intentions to bring innovation to a culture based around the consumer. A…
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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…

Is CRM CUSTOMER CENTRIC ITSELF?

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting A great example about the difference between CRM (Customer Relationship Management) and CCC (Customer Centric Culture). Or, in other words, the demonstration that…
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The importance of Partner Alignment in Customer Centric Management

Written by Monique Jansen for Buljan & Partners Consulting Companies have many reasons to include external partners in their customer facing processes in Customer Centric Management. External partners can ensure a more efficient and therefore…
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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,…
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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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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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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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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…
motivación de empleados

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…

A positive approach to the customer

Written by Buljan & Partners Consulting Look at these operations and write down what you see: 5x5=25      10+5X2=20      8x2=16     18-6=11      5+3+2=10        9:3=3 If your answer is "the subtraction is incorrect",…

The new rules of the game for Customer Intelligence

Written by Silvana Buljan for Buljan & Partners Consulting When it comes to Customer-Centric Leadership supported by sophisticated technology I have learned something new about the current standard of customer analytics. All of us agree…

Can Customer Experience Management save the banking sector´s image?

Written by Silvana Buljan for Buljan & Partners Consulting Imagine you lose all your hardly earned savings you invested in promising financial products, that were sold to you not informing you about the risk or just by blurring your eyes…

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…
motivación de empleados

Customer Centric Perspective

Written by Ana Mateu for Buljan & Partners Consulting I always like putting things into perspective. I guess it comes from my school days, and I find it very interesting and helpful. At times, it may seem distressing to realize that there…
motivación de empleados

Internal customers’ satisfaction key to Customer Centricity

Written by Kyriakos Katselis for Buljan & Partners Consulting Nowadays, most of the companies around the world are focusing on Customer Centric Management and are presenting it to their employees, as a conceptual way of working in order…

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