By Buljan & Partners Consulting
Do you really believe that the experience of your customer is of no importance? Do you fulfill the expectations you promissed? Do you really believe what you are saying? It is time to exceed your customers’s expectations. At Buljan & Partners Consulting we help you to be what you wanted to be, we make companies a better place for customers and employees.
By Silvana Buljan for Buljan & Partners consulting
What is CCM (Customer Centric Management)? How does it differ from CRM (Customer Relationship Management)?
While CRM (Customer Relationship Management) is closely linked to data, systems, technology, software, etc., CCM (Customer Centric Management) revolves around the customer. Although technology is also important in CCM, it needs to go a step further, given that, besides using technology, CCM requires a customer-oriented definition of processes. CCM also requires trained staff who can provide a good customer experience, since good customer service is always the objective. It is precisely a customer-based model rather than a product-based model what differentiates CCM and CRM.
By Silvana Buljan for Buljan & Partners Consulting
“Saying that my company is a Customer-Centric organization and really making my customers feel that they are in the center of our business are two different things”. Silvana Buljan explains Customer Centric Management as a way of “ensuring a positive, engaging and memorable Customer Experience”.
Written by Raquel Calleja for Buljan & Partners Consulting
Can the employee’s experience lead that of the client?
The commitment of employees and clients is highly and positively interrelated, as was highlighted in the analysis report David McLeod published in 2009 under the title “Engaging for Success”. Continue reading
Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting
Picture: Do you appreciate your customers? Seen in a Saloon in Fort Worth, Texas during the hybris Americas Customer Days, 2015
SAP hybris software, its partners and customers demonstrate how to set the pillars for digital transformation
In October I had the chance to visit hybris Americas Customer Days in Fort Worth, Texas. Despite its praised technology (see for example Forrester Wave™ B2B Commerce Suites, Q2 2015, or Gartner’s Magic Quadrant for Digital Commerce 2014) partners and customers of hybris software, which is now a little over two years SAP owned, gave away best practices and lessons learned for implementing its software effectively. Continue reading
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. Continue reading
Written by Bianca Lorenz for Buljan & Partners Consulting
Marketing executives from the automotive and technology industry agree:
Once seen only as a necessary supplement to advertising on main traditional media such as TV, radio and print, digital platforms such as YouTube, social media, and cell phones are now the main focus of automotive marketing plans, being the way our customers refer to digest media. Continue reading
Written by Monika Meier, Roberto Hernández and Mona Mueller for Buljan & Partners Consulting
Hello, good morning… My name is Monika, I am 20 years old and I am studying International Business in Madrid. The dual training programme I am carrying out allows me to work both the theoretical and practical aspects. I am experiencing the latter at Buljan & Partners Consulting. So, what do you think an intern at our office does? That they just make photocopies and coffee? No, not at all. The work is very diverse and stimulating, believe me, you never get bored. As an intern over the last six months, I have worked in human resources, marketing and back office, as well as taking part in and learning from customer centric projects. Continue reading
By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting
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
Written by Boaz Amidor, guest in our CCM blog, for Buljan & Partners Consulting
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