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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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Who’s the one enjoying an unforgettable experience the most?

Written by Raquel Calleja for Buljan & Partners Consulting Who enjoys a show the most? Spectators or artists? The latter see how their effort, their creativity and their coordination can be touching, even for the most severe critics. Who…
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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,…

Key Performance Indicators (KPIs) in Customer Centric Organizations

Written by Björn Neumann (follow me on @CCMTechnology) for Buljan & Partners Consulting While changing your company from a product or service driven to a customer centric organization you might have come to the question of “How to…

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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How is CCM understood in other parts of the globe?

Written by Buljan & Partners Consulting “A few months ago, I experienced a great jungle trek in the Northern of Laos. The agency I was trekking with was very professional, not only during the experience itself, but also at every stage…
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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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"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?  

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