Managing emotions in stressful situation for clients

Written by Miguel Sanz for Buljan & Partners Consulting

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The words “managing customers’ emotions” are tremendously attractive to companies and there is no doubt that they are key to establishing an emotional bond with customers. Continue reading

7 tips to regain your customer’s trust

Written by Monique Jansen for Buljan & Partners Consulting

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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

Customer Centric Culture vs. CRM Strategy

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting

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There are companies that believe they changed into being a Customer Centric company or CRM Strategy, only by having a 24/7 Call Center, investing thousands of Euros in CRM software, having an integrated chat on their website or hiring a company that gives politically correct answers to their customers through social networks.

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Is CRM CUSTOMER CENTRIC ITSELF?

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting

CRM customer centric

A great example about the difference between CRM (Customer Relationship Management) and CCC (Customer Centric Culture).

Or, in other words, the demonstration that CRM is only a facilitator of relationships and interactions, but that by itself it is not sufficient to generate emotional loyalty between a customer and a brand.

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