The Magic of customer Impact Management

Written by Monique Jansen for Buljan & Partners Consulting

Today the majority of businesses continue to be structured in a traditional manner, either through an organizational chart or a mixed approach (a combination of conventional methods and project management). On the other hand, although businesses are starting to enter the digital era, they are still very much in the process of adapting. As a result of this situation, there is a huge amount of confusion between different departments and project teams over who is the customer ‘owner’. Continue reading

A human look at a digital future

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

A human look at a digital future

At the start of July, I attended the 20:20_CX Summit in London, an event dedicated to Customer Experience, participating in which were a range of very interesting speakers who looked at CX from numerous different angles. Events kicked off with a look at companies’ customer focus, moving on to how to effectively manage a company obsessed with the customer or go about laying solid foundations for a company to execute a CX strategy. All of this was done keeping in mind employees’ commitment to their company and that of their company’s toward them, with a major focus on obtaining and measuring the ROI of the initiative or investment in question, as well as the implementation and consolidation of a CX culture within a company.

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Apple, the best customer experience?

Written by Luis Hergueta for Buljan & Partners Consulting

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In my opinion, it is difficult to find a remarkable customer experience in product centric sectors. There are some automotive companies with a genuine interest in customers’ concerns, which want to take the basic standards and processes to the next level, and which really care about customers’ needs and concerns. Continue reading

A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

A seamless Customer Experience between you and your partner

The practice of paying for a service after using it (“pay-per-use model”) is becoming increasingly popular in current society. End customers and users are setting the pace of this trend as we can see in the private property sector (for example, housing and transport), which is decreasing in demand. Therefore, companies have to irremediably restructure their activity to meet these changing needs. Continue reading

Are brands and employees manipulating NPS® results?

Written by Miguel Sanz for Buljan & Partners Consulting

Are brands and employees manipulating NPS® results?We all know that the NPS® metric (Net Promoter Score) is commonly used by companies as a reference to measure customer experience with a single question: Would you recommend the product or service to a relative or friend? We are not going to discuss whether NPS® is the best metric to measure customer experience or the best time to use it, but rather if NPS® results may be manipulated.
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12 Takeaways for Digital Customer-Centric Transformation Projects

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting

house rules

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

How can Technology support Digital Customer Journey?

Written by Bianca Lorenz for Buljan & Partners Consulting

 ruedas technology

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

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

help

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

Improving (more than just) Customer Experience with CPQ Technologies

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting

cpq v2

CPQ (Configure, Price, and Quote) technology is a key success factor to improve customer centric B2C and B2B processes. 

What are the advantages and aspects to keep in mind when implementing CPQ initiatives? Continue reading

The 3 Fs of Digital Experience

Written by Luis Hergueta for Buljan & Partners Consulting

Luis Frase

Now that I think over Digital Customer Experience, we read in the news that the Spanish Bank BBVA is going to change its top management in order to reach its goal for a digital transformation. The banking sector, among others, is going digital (“Claves para el nuevo entorno” [Keys to the New Environment] by FIAB [Spanish Federation of the Food and Drink Industry]). On the other hand, we see that not everything is digital, as we read in this article “Si está todo en internet, ¿por qué seguimos yendo de compras?” [If Everything is on the Internet, Why do we Keep Going Shopping?]. That is to say, not everything is digital – the physical experience is fundamental but the digital side is taking on an increasingly prominent role. The mix of the two in a customer journey is key and every company has to find the right balance for its business model which will benefit the customer. Continue reading