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Our “CX Talent” service helps you identify the level of Customer Centric Talent (CCT) within your organization using measurements and tests specific to Customer Centric Management (CCM) in order to create a map of the customer-focused talent in the company which can then become the basis for a specific talent development plan for your employees.

Complementary services in the following program:

Talent Management – The Key to Business Coaching

The great majority of companies have a team of highly qualified professionals. However, talent management is a task for the person responsible for coaching who may or may not know how to exploit its full potential.

At Buljan & Partners Consulting, we believe that the management of human talent must be part of a business model that is focused on Customer Experience.

As one would expect, the first thing to do is analyze and identify the level of customer-centricity of the company’s employees.

For that reason, with the “CX Talent” service, the Customer Centric Talent scores of employee teams are analyzed and reviewed. Using this analysis as a base, we can offer you the best possible strategies to maximize the management of employee talent within the company.

The Importance of Talent Management in a Business Focused on the Customer Experience.

The management of talent in companies is essential for good positioning in the market place and for the correct implementation of a customer-centric business model.

If we identify the real needs of our company as a basis for proper talent management, executive coaching can then be used to guide the management team towards a business model in which the customer’s experience is the principle focus.

This method of talent management can be of great importance to the company because it helps reach another series of complementary objectives such as:

Skill Improvement: As a result we will have employees who are better prepared and capable of innovating and thinking ahead, thereby improving the company’s position in the market place.

Encouraging Professional Development: Better management of talent motivates the development of employees in different fields, thereby encouraging continued improvement.

Facilitating the Retention of Personnel: Talent management includes values that can improve the employee’s own experience of their professional development within the company. As a result, one can establish a high level of motivation and involvement that helps retain employees. With regard to Customer Experience, talent management allows us to influence the employee culture and direct it towards what is most important, whilst at the same time keeping talent within the company and keeping the investment made in their training and development.

Improving the Customer Experience: Talent management that is focused on the customer experience, improves as it is being implemented. Professionals welcome this company culture as a basic work methodology, when coaching takes effect. From that moment, the entire business model is based on the client and we can conclude that the strategy has been a success.

Who is responsible for the management of talent in a company?

Business coaching is not applied to a single professional profile. Everyone, from directors to personnel managers must share responsibility for talent management to ensure that the whole company is heading in the same direction.

In most cases, those responsible for human resources will help identify the relationship that employees have with the overall strategy concerning customer experience and line managers will be responsible for deciding what coaching needs to be carried out to correct or improve the management of the existing talent in their areas.

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