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. 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.

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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 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.

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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. 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:

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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, especially with customers and suppliers. The basis for these guidelines is often a rather transactional and functional view on customer experience, without touching the emotional part of the experience.

But what exactly is the emotional part of the experience? That an employee is smiling and welcoming a customer when entering into a department store for instance? Or is it the hairdresser taking care of a baby girl while her mother is enjoying a hair treatment? It can be both, and it can be none of them – the key is the authenticity and presence that I´m embodying as person delivering the experience.

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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 last- minute Christmas presents in one of Amsterdam’s main shopping areas.

2theloo

It is not unusual to see new and trendy things in Amsterdam, but 2theLoo really surprised me. And, as in many other occasions when I see new shops, start-up companies or new tendencies; my first thought was “why did I not think of this great idea?”

A busy shopping street, no public toilets anywhere in sight, the nearest restaurants outside the shopping route, and of course, nature calls. What could be better than not having to interrupt a shopping exercise but just enter one of the many attractive retail outlets, and go to a clean and nicely decorated loo?

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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. For details on the list and contestant reviews check out www.crmidol.com. You´ll be surprised!

So what´s cooking this year? To put it into a nutshell, we are back to “keep it simple”. Social media, big data and most companies´ focus on efficient processes have led the industry to look for more intuitive, pragmatic and consolidating solutions.

For big organizations this means to have supportive tools for identifying relevant data for the specific CRM processes, and making it available across the organization. For SMB this means a complete set of CRM and ERP functionality to optimize all business processes.

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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 it would be easier as my friend the gift was for lives in France, and my guess was that it would increase the chances of a correct delivery.

I searched for the gift, found it, made some comparisons with other items on offer on the same website and made my final choice. So far it had been an excellent experience: It was a quick process, with clear instructions (useful because my French is very poor). The item was added to the shopping kart and was sitting there attractively, waiting for me to press the BUY button.

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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 enjoys the longest? Those who watched the show for several minutes or those who planned it for days/years and brought it to stage trying to anticipate the emotions it would generate?

In short, who enjoys the most? The receptors of an experience or the creators of it?

For us, the answer is clear: we are happier when we make our work an art that moves others.

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, so far protagonists only on the paper, acquire visibility and relevance when we are looking for “whom” can empower employees to make the choice of exciting customers and make them stay because they choose to be loyal.

They are the bosses par excellence, and in some cases by demand, not by vocation. So, they go “from one promotion to the other” but without the knowledge or proper recognition to excel in creating memorable experiences to their partners and these to customers.

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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 measure, monitor and improve the new structure?” Especially as decision maker you must ask yourself, if the currently established metrics are still valid and are an adequate toolkit for the new strategy.

You might have found that your KPIs in Marketing, Sales and Service related to

  • campaign costs
  • quantity or quality of prospects currently worked on
  • customer kept or lost during a specific time frame

tell you more about your company, your products or your services than about your prospects and customers.

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