2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting

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Becoming a customer-centric organisation is a complex process, as it involves all the company levels and entails changing the way the people involved think. However, there are quick wins that, if applied correctly, can make the process easier. Find two examples illustrating these ideas below. Continue reading

Out with the Old and Into the Future: Keys to Best-in-Class Self Service Experiences

Written by Boaz Amidor, guest in our CCM blog, for Buljan & Partners Consulting

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In the face of complexity and change, software vendors and service providers strive to develop an efficient customer engagement strategy that is adaptive to technological changes. Increasing the adoption of self-service by customers is the new growth strategy of our times. But are most self-service experiences really worth the customer’s time? Continue reading