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…

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…

The value of customer-focused talent

Written by Rachel Calleja for Buljan & Partners Consulting Most team leaders are agreed on one mission: companies around the world are trying to build passionate, multi-generational teams based on people and their commitment to the customers. Getting…

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…

The importance of social media in customer service

Written by Monique Jansen Buljan & Partners Consulting In today’s heavily competitive marketplace, it is essential that a company pursue multiple channels through which to evaluate and measure customer awareness and satisfaction of…

"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…

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