Visit to a touchpoint organization

Written by Raquel Calleja for Buljan & Partners Consulting

The customer service

This year marks the 15th anniversary of Buljan & Partners Consulting and as part of the commemorative events we’ve arranged visits to some companies of reference in CX like Loewe and Inditex. But we also wanted to pay a visit to the company we’ve always dreamed of being: the one that abandons the traditional silo structure and evolves for the good of its customers into a company organized around Customer Journey. Continue reading

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

A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

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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

Radio Interview Silvana Buljan: “The heart of the matter”

By Silvana Buljan for Buljan & Partners consulting

What is CCM (Customer Centric Management)? How does it differ from CRM (Customer Relationship Management)?

While CRM (Customer Relationship Management) is closely linked to data, systems, technology, software, etc., CCM (Customer Centric Management) revolves around the customer. Although technology is also important in CCM, it needs to go a step further, given that, besides using technology, CCM requires a customer-oriented definition of processes. CCM also requires trained staff who can provide a good customer experience, since good customer service is always the objective. It is precisely a customer-based model rather than a product-based model what differentiates CCM and CRM.

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Vídeo: What is Customer Centric Management?

By Silvana Buljan for Buljan & Partners Consulting

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“Saying that my company is a Customer-Centric organization and really making my customers feel that they are in the center of our business are two different things”. Silvana Buljan explains Customer Centric Management as a way of “ensuring a positive, engaging and memorable Customer Experience”.

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Customer Centric Management in online business models

Written by Luis Hergueta for Buljan & Partners Consulting

Today, we are facing a mindset change from offline business models to offline-online combined business models. It is combined because online business models often start with the website and social media and forget about all the rest.

To consider the importance of an online business model is that B2C, B2C etc, process are changing: time and distance barriers are modified through DSL contact. But online processes have an impact on the offline one and for those used to the traditional offline processes this is frequently an issue. Many traditional business models are no longer active since they have been replaced by trendy models. So it is important to change minds and again, see the whole from our customer’s perspective: through Customer Experience Management.

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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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