Written by Buljan&Partners
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 as thinking head and primary judge for the Americas and EMEA, Esteban Kolsky, Jesús Hoyos, Denis Pombriant and Brent Leary as primary judges for the Americas, and Mark Tamis, Laurence Buchanan and myself as primary judges for EMEA.
Written by Luis Hergueta for Buljan&Partners
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 your most important target – your customers. In the following we explain 5 areas where customer centricity can add value;
Written by Monique Jansen for Buljan&Partners
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 own experiences as a customer. I recently asked myself the following question: Having been a Nespresso customer for more than 3 years and having spent more on coffee then on my mobile phone bills:
Written by Silvana Buljan for Buljan&Partners
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 as about 10 years ago: focus is on consolidating customer information (“I want to know”), across channels evolving with technology (from phone via Internet to social networks), and seeing in the customer a profitable cash-cow in the short term (“I want to sell better and more”). The only difference is the nomenclature: we don´t talk about CRM any more, but about customer centricity, customer experience, customer co-creation and, and, and.
The holistic view on customer management is still missing, because in the top rows of most organizations long term and profitable economic growth based on “doing the right things right” has disappeared from the agenda, and all initiatives related with customer management are considered as candidates for “automation”. Why don´t we learn from all the real cases that we have seen in the CRM industry since so many years? Demonstrating with business cases that technology without a business proposal, based on the company´s strategy and corporate values, has absolutely no value for excellent relations with customers, who in the long term are THE asset for improved business performance?
Written by Lisa Rottmann for Buljan&Partners
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 occupied the first place in the distribution chain of Spanish supermarkets, now Mercadona has stolen the “throne”.
Mercadona’s success is due to a commercial strategy based on creating value for and satisfying the needs of all stakeholders: customers, employees, suppliers and society – all of equal importance.
Written by Silvana Buljan for Buljan&Partners
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 models, optimized processes and efficient management standards, all driven by innovative technology. What has been a revolution in production in the 80s and 90s has moved to a fast-moving automation of human interaction, with social networks being on top of the list. Our thrill to show that our brains are more and more developed with each new generation causes a growing alienation from the essence of the human being – emotions.
Written by Luis Hergueta for Buljan&Partners
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)? Employee commitment and affection to a company are a strong prescription for clients to buy a product or service. Some companies are learning that a motivated employee is not only more productive but will also recommend the product or service to everyone.
Employee profiles can be all very different. But what is important is that any employee has a feeling of liking the place they are working in, and the activities they are involved in.
Written by Monique Jansen for Buljan&Partners
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 and current customers is still rising.
On Facebook’s own web-page, the numbers are impressive:
Written by Antonio Igarza for Buljan&Partners
“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: Employees of a big or small company, who offer different products or services, with different solutions or results, with more or less success.
Written by Buljan&Partners
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 a situation around and help them engage in that given situation, taking ownership of the certain moment and their problem they (believe) are having? Do you still try to make them happy – or are you just being annoyed?
