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…

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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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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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",…

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