Customer Centricity in the public sector: innovation or obligation?

Written by Silvana Buljan for Buljan & Partners Consulting

I stopped reading the newspaper. Just writing this gives me an enormous feeling of liberation. There´s no day that passes without bad news topping nice announcements – if there actually are any! Bad news nowadays are led by disorder and corruption affairs in economy and politics. It seems that there´s no way of coming to the top without betrayal, intrigue, avarice, and hunger for power, exactly the opposite that is told and taught in schools and universities all over the world. This blogpost would be endless if I shared my reflections on the “state of the art” of our society, so I will be reducing it to some thoughts on the public sector.

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The Customer Centric Organization: The Big Data Organization

Written by Björn Neumann for Buljan & Partners Consulting

We definitely have reached a turning point. In the past we needed Customer Relationship Management to focus on, to analyze and to improve customer relations. Then we needed Business Intelligence (or better Customer Intelligence) to implement it (it should have been vice versa, but where people are involved, things not always run in a logical way). Then we noticed: it does not really work as expected! (At least from the customer point of view).

Now the customer outwits us with unorganized, unstructured, misspelled, divers interpretable and out of context information (therefore, instead of Big Data, I rather like to call it Bug Data). It is left in the World Wide Web e.g. on Facebook, Youtube, Linkedin, Twitter, Wikis, Blogs, … or somewhere else. And currently every second terabytes of data are created. Customer Intelligence farewell! Additionally this data is much more up-to-date than the information we have in our databases.

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Customer Centric Perspective

Written by Ana Mateu for Buljan & Partners Consulting

I always like putting things into perspective. I guess it comes from my school days, and I find it very interesting and helpful. At times, it may seem distressing to realize that there is always more than one alternative, more than one side, more than one outlook, more than one way… However, practicing the art of perspective in everything in life can also be very rewarding.

I first came into perspective and its meaning in drawing class. It is of key importance when learning how to draw, to know how to place the objects in their framework.

When applying perspective to Customer Centricity, its own name implies that the Customer ought to be at the center of the picture. That is: at its core. The axes support the center, the angles flow and the whole picture is framed within the horizon line and the outlook of the viewer.

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Financial times – Are you ready for a meeting with your CFO?

Written by Christian Kohler for Buljan & Partners Consulting

Do you really know the Return of Investment (ROI) of your Customer Centric Management (CCM) activities?

On my last business trip to Germany I was reading an interesting article about the credit crunch which is affecting many companies in Europe at the moment, and which makes continuous innovation and growth so difficult in almost every industry.

We are definitely living in financial times and access to capital becomes more and more crucial for the prosperity of our economy, for many companies it turns out to be a key element to survive this deep crisis we are facing in the European Union.

“ROI is Key”

For CEOs, CFOs and other Top Managers the current situation means to take tough decisions, because the importance of corporate solvency, cash flow development and of the general debt strategy is rising. The Return of Investment (ROI) of every strategic initiative is turning into a key consideration for the management. All departments have to justify in detail all investments and cost items of their budgets. Projects or initiatives without clear objectives, assumption of their impact on revenues, profit or costs are rejected before even appearing on the board meeting agenda.

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