The Magic of customer Impact Management

Written by Monique Jansen for Buljan & Partners Consulting

Today the majority of businesses continue to be structured in a traditional manner, either through an organizational chart or a mixed approach (a combination of conventional methods and project management). On the other hand, although businesses are starting to enter the digital era, they are still very much in the process of adapting. As a result of this situation, there is a huge amount of confusion between different departments and project teams over who is the customer ‘owner’. Read more

Managing emotions in stressful situation for clients

Written by Miguel Sanz for Buljan & Partners Consulting

The words “managing customers’ emotions” are tremendously attractive to companies and there is no doubt that they are key to establishing an emotional bond with customers. Read more

Visit to a touchpoint organization

Written by Raquel Calleja for Buljan & Partners Consulting

This year marks the 15th anniversary of Buljan & Partners Consulting and as part of the commemorative events we’ve arranged visits to some companies of reference in CX like Loewe and Inditex. But we also wanted to pay a visit to the company we’ve always dreamed of being: the one that abandons the traditional silo structure and evolves for the good of its customers into a company organized around Customer Journey. Read more

Apple, the best customer experience?

Written by Luis Hergueta for Buljan & Partners Consulting

In my opinion, it is difficult to find a remarkable customer experience in product centric sectors. There are some automotive companies with a genuine interest in customers’ concerns, which want to take the basic standards and processes to the next level, and which really care about customers’ needs and concerns. Read more

A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

The practice of paying for a service after using it (“pay-per-use model”) is becoming increasingly popular in current society. End customers and users are setting the pace of this trend as we can see in the private property sector (for example, housing and transport), which is decreasing in demand. Therefore, companies have to irremediably restructure their activity to meet these changing needs. Read more

Are brands and employees manipulating NPS® results?

Written by Miguel Sanz for Buljan & Partners Consulting

We all know that the NPS® metric (Net Promoter Score) is commonly used by companies as a reference to measure customer experience with a single question: Would you recommend the product or service to a relative or friend? We are not going to discuss whether NPS® is the best metric to measure customer experience or the best time to use it, but rather if NPS® results may be manipulated.
Read more

A New Year´s present for Aramon

Written by Monique Jansen for Buljan & Partners Consulting

 Aramon_Formigal_CX Journey Mapping

Customers often give free advice to the companies that supply them. So do I, especially when I really care and really believe in the company I am writing about. Or because the product or service is of extremely high importance to me.

This is one of those occasions. Aramon, the company that manages 2 ski stations in the Aragonese Pyrenees (Cerler and Formigal-Panticosa) and 2 in Teruel province (Javalambre and Valdelinares), with a total of 283 kms of slopes is the subject of this post. 

Read more

7 tips to regain your customer’s trust

Written by Monique Jansen for Buljan & Partners Consulting

On Saturday, October 3rd, the Spanish press released the initiative of the Volkswagen group to create a customer call service for those affected by the scandal related to diesel engines, which immediately crashed. The company has also created an online form, but it could only be accessed from a computer and not from smartphones. Read more

“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 “user experience” and the “effect this has on the end-customer experience”. I leave the technical evaluations over to the experts! Read more

CRM 2015 Las Vegas

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 to the US in order to meet other innovative CRM and Customer Centric leaders and mingle with other influencers. Read more

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 to customers while decision makers have to listen more to the customers’ needs. That’s why there is still a lot of work to be done. Read more

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 a product or service. Read more

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 CRM is only a facilitator of relationships and interactions, but not enough per se to generate emotional loyalty between a customer and a brand. Read more

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 less costly service. They tend to save a company time in searching the right staff for the job, they ensure process effectiveness based on their subject matter experience and they improve efficiency though making advance of economies of scale.

However, outsourcing is not a light decision to take. Leaving a customer-facing process in somebody else’s hands is scary, as it is a crucial one in ensuring an A to Z aligned customer experience.

Read more

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 the title.

As reminder, they are uservoice, cirruspath, bluecamroo, mindtouch and next principles.

The big news is that now the decision of who will make the race is not in the hands of the judges, but in yours – have a look at the videos and make your vote before Monday Dec 16th.

Read more

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. You can watch out their products and services on their websites, and have a close look at the demo reviews placed on www.crmidol.com.

What I want to share with you is their mission statements, and how they market their business model by finding the right messages for creating awareness, attraction, and curiosity for trying them out:

Read more