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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…

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…

Why should you care about the customer life cycle?

Written by Buljan & Partners Consulting Written by Buljan & Partners Consulting The Customer Lifetime Value is the value that a company gives to the relationship with each individual customer. Because it is difficult to predict the…
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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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CRM Idol 2013: public voting for winner open!

Written by Silvana Buljan for Buljan & Partners Consulting We finally made it to the last round of this year´s CRM Idol 2013 contest, and all finalists have put lots of efforts and motivation in creating their videos to compete for…
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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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