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…

Buljan & Partners Consulting 10th Anniversary - "Great People"

Written by Buljan & Partners Consulting 2012 is a significant year for Buljan&Partners, as we celebrate our 10th anniversary! The key to our success are our clients who trust in us, the projects that we have delivered in the…
director de felicidad

The Sunflower - Customer Centric Metaphore

Written by Luis Hergueta for Buljan & Partners Consulting There is a very meaningful and unique icon in our company and it is sunflowers. And the explanation to this is because sunflowers turn to its origin of life -the sun- as well as…

Announcing CRM Idol 2012 – season 2

Written by Buljan & Partners Consulting CRM Idol is back! Last year we started an adventure towards engaging the CRM community in innovation, and active participation to find 2011´s promising CRM solution. “We” means Paul Greenberg…
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CRM in times of crisis

Written by Luis Hergueta for Buljan & Partners Consulting Customer Centricity policies in companies are a must in regular times. But a crisis can boost your company to have a need of efficiency and this would lead to a need of focus on…
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Engaged, Loyal or Addicted?

Written by Monique Jansen for Buljan & Partners Consulting A personal story about my “Nespresso-itis” Image Source: http://es.globedia.com It usually helps understanding the effects of Customer Centricity just by analysing one’s…

10 years Customer Centric Management in Spain: still finding the path...

Written by Silvana Buljan for Buljan & Partners Consulting When positioning Customer Centric Management in conferences, meetings with clients and even in discussions with subject matter experts from the industry, I come to the same conclusion…
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Success story of a Spanish supermarket chain

Written by Lisa Rottmann for Buljan & Partners Consulting The Spanish financial crisis challenges even the largest and most valued companies and changes strategic trends in different market sectors. A few years ago, El Corte Inglés comfortably…

Customer Centric Management in 2012 as synonym for Corporate Crisis Management….

Written by Silvana Buljan for Buljan & Partners Consulting The first decade of the 21st century is over, and it has left the globalized world in a paralysis of analysis – we have been so busy with defining the most effective economic…

How do internal clients feel about client centricity

Written by Luis Hergueta for Buljan & Partners Consulting Society progresses, needs change, mentality evolves – and we know this very clearly when we think about clients. But do companies think of their own internal clients (=employees)?…
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Facebook interactions B2C – C2B not as frequent as we think

Written by Monique Jansen for Buljan & Partners Consulting Facebook is an excellent social media tool for spreading corporate and brand related messages, and the number of companies that open Facebook pages to communicate with potential…
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Moving away from the traditional Salesperson

Written by Antonio Igarza for Buljan & Partners Consulting "The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails". William George Ward We all know what the word "Salesperson" means:…
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Can customers be ridiculous?

Written by Buljan & Partners Consulting http://www.youtube.com/watch?v=0_Qk_OiBFN0 Video source: Youtube Have you ever thought of the following question: “Can customers sometimes be ridiculous?” How can we behave in a way to turn…
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Love and you will conquer your client

Written by Buljan & Partners Consulting Photo source: bigdifferencemarketing.com Paulo Coelho posted in his Facebook wall the following - "People who love in the expectation of being loved in return are wasting their time". He is…

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