The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting

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A desperate customer in search of help and solutions often finds himself confronted with complex procedures, incomprehensible sales pitches and decisions made unilaterally in the corporate world. Further still, rather than be lessened, he finds his frustration increases because he fails to receive an acceptable solution. This is an ongoing trend in many companies, even while claiming that the customer experience is the focus of their strategic priority – in today’s world it doesn’t look good if you don’t have a Customer Experience department. Continue reading

Customer Effort taken to SME level

Written by Monique Jansen for Buljan & Partners Consulting

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Just before Easter, I engaged in an interesting LinkedIn conversation in the “CRM&CEM professionals” group, triggered by an excellent article written by Sampson Lee, in which he questions the purpose of reducing customer effort.

In the article, the focus of companies on reducing customer effort is challenged. Sampson claims that by making customers ‘sweat’ - allowing Good Pains - resources can be channeled to their Branded Pleasures. That is why IKEA, Starbucks, Louis Vuitton, Southwest Airlines, Sukiyabashi Jiro and other great brands are able to deliver a highly memorable and branded experience.

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The key to success is not in processes nor technology, but rather in people

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

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A few weeks ago, I traveled with my family to three different cities in the United States, a leader in customer service. Although I realized that we still have a long way to go, I confirmed that the key element is people. Continue reading

Patient experience officer, an emerging profession?

Written by Carlos Bezos Daleske, as guest blogger, for Buljan and Partners Consulting

An article published by Erick Wicklund at mHealthNews describes the rising position of the patient experience officer in the U.S. The author identifies two drivers for this trend. First the growing trend towards consumerism in American healthcare and second the new laws linking reimbursement with patient satisfaction. He also links the growth of the profession to the trend to restore humanity in healthcare.

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Customer Experience sucks?

By Buljan & Partners Consulting

cx sucks

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.

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“What I talk about when I talk about CRM”

titan crm monique

The title of this article is inspired by Haruki Murakami´s book title “what I talk about when I talk about running”. I am not pretending to be a CRM all-terrain expert. When I talk about CRM I prefer to focus on “fit to process”, the “user experience” and the “effect this has on the end-customer experience”. I leave the technical evaluations over to the experts! Continue reading

Leaders also need support and recognition

Written by Silvana Buljan for Buljan & Partners Consulting

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Any Project of transformational change requires the backing and commitment of the leaders in our businesses. This has been demonstrated and is indisputable. It is especially true when the change involves taking the business from product/services centric management to customer centric management, ensuring an excellent and differential customer experience. Continue reading

Why should you care about the customer life cycle?

Written by Buljan & Partners Consulting

foto ciclo vida

Written by Buljan & Partners Consulting

The Customer Lifetime Value is the value that a company gives to the
relationship with each individual customer. Because it is difficult to
predict the length and depth of these relationships, an estimate (the CLV)
is performed periodically help assess this aspect of client relations. Continue reading

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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