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"I am my own Company"

Written by Antonio Igarza for Buljan & Partners Consulting For the customer, the seller is the company. The client does not distinguish between the seller or the sales manager and the organization for which they work. Customers do not…
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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…

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…
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WOW 2012 - 2013

Written by Monique Jansen for Buljan & Partners Consulting The year 2012 is almost over, usually the right time for some reflections on the past and a wish-list for the New Year. Apart from the obvious health, happiness, success, earnings…

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",…

Size Matters

Written by Luis Hergueta for Buljan & Partners Consulting This is quite obvious in many areas in life but it is not always considered in terms of companies. I was once asked: how long does it take to do this?”, and I answered: “well,…

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…
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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…

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…
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Buljan & Partners Consulting - 10 Year Anniversary: Video "Great Clients"

Written by Buljan & Partners Consulting Receive our warmest welcome to this 3rd video of our 10th anniversary campaign “Great Projects for Great Clients with Great People”, dedicated to our CLIENTS. We are very touched by the…

Ryanair - The ultimate Customer Experience mystery

Written by Monique Jansen for Buljan & Partners Consulting How can a company provoke both love and hatred from their customers? What is the thing that attracts us to them even though we know we will be “tortured” along all customer…
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CRM Bus Tour

Written by Silvana Buljan for Buljan & Partners Consulting This summer and autumn is intense and challenging for the international CRM industry, lots of things are happening and confirming that CRM is still not dead! We are currently…

I am your customer

Written by Lisa Rottmann for Buljan & Partners Consulting The other day, a teacher read the following in a Sales training and I think it's worth sharing: It's a letter from "your customer". This guy is kind of "special" and I'm sure…
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Leadership from a dancing guy (Subtitles in Spanish)

Written by Buljan & Partners Consulting This video shows how works the leadership, do you agree with the explanation?  

Are we really listening to our customers?

Written by Buljan & Partners Consulting Image source: www.flickr.com/photos/cappellmeister/5921913/ 
Customer Experience with your partner

Buljan & Partners Consulting 10th Anniversary – “Great Projects”

Written by Buljan & Partners Consulting The journey of “Great Projects for Great Clients with Great People” continues… I proudly invite you to view this second video giving you insight in our way of working. Special thanks…

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…

How to motivate employees to be Customer Centric

Written by Harald Baumeister for Buljan & Partners Consulting Many managers claim that their employees have the right environment to deliver excellent services to their customers. However, the customers see that a bit different. In an…

Customer Experience Management in Spain: why we are still far away from awareness and implementation

Written by Silvana Buljan for Buljan & Partners Consulting Last week I spoke about CEM at a CRM-vendor sponsored event in Barcelona, and was positively surprised about the audience´s complicity and continuous nodding during my speech.…

Financial times – Are you ready for a meeting with your CFO?

Written by Christian Kohler for Buljan & Partners Consulting Do you really know the Return of Investment (ROI) of your Customer Centric Management (CCM) activities? On my last business trip to Germany I was reading an interesting article…

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