Storekeepers already knew it

Written by Elisabete Zubiarrain for Buljan & Partners Consulting


Some years ago CRM was the acronym in fashion, but now, in an ever-changing world it is the moment of Customer Experience.

The customer-centric business is not that new. Many years ago small storekeepers found out that their clients are also decision makers and may decide to abandon them at any time. Continue reading

Talent Experience, Infographic

Written by Raquel Calleja for Buljan & Partners Consulting

Talent Experience is the solution by Buljan & Partners Consulting to align employee engagement with customer experience.

The following infographic is a summary of how customer experience is perceived internally  within companies; difficulties, results, heroes supporting it and solutions for better results. Continue reading

Leaders also need support and recognition

Written by Silvana Buljan for Buljan & Partners Consulting


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

Dear Customer

Written by Monique Jansen for Buljan & Partners Consulting


WARNING: the content of the following post is FICTION. Although more and more companies are implementing customer centric strategies these days, CEOs still apologize frequently to customers while decision makers have to listen more to the customers’ needs. That’s why there is still a lot of work to be done. Continue reading

Technology in Customer Centric Organizations: be innovative and competitive


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

What is customer centric technology? How is it applied and how can it support customer centric organizations?

In a nutshell customer centricity is aligning all business activities with customer activities, needs or issues. Customer centric organizations understand their customers, put them at the top of their strategy and set them at the center of their values. Customer centric companies generate (additional) revenue by putting customers at the core of every process to better reach, engage and satisfy them. Continue reading

A great example of the difference between CRM and CCM


Written by Ricardo Pereira da Silva for Buljan & Partners Consulting

A great example of the difference between CRM (Customer Relationship Management) and CCM (Customer Centric Management)

Or in other words, the demonstration that CRM is only a facilitator of relationships and interactions, but not enough per se to generate emotional loyalty between a customer and a brand. Continue reading