A New Year´s present for Aramon

Written by Monique Jansen for Buljan & Partners Consulting

 Aramon_Formigal_CX Journey Mapping

Customers often give free advice to the companies that supply them. So do I, especially when I really care and really believe in the company I am writing about. Or because the product or service is of extremely high importance to me.

This is one of those occasions. Aramon, the company that manages 2 ski stations in the Aragonese Pyrenees (Cerler and Formigal-Panticosa) and 2 in Teruel province (Javalambre and Valdelinares), with a total of 283 kms of slopes is the subject of this post. 

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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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7 tips to regain your customer’s trust

Written by Monique Jansen for Buljan & Partners Consulting

equipo A

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

2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting

 we understand your needs

Becoming a customer-centric organisation is a complex process, as it involves all the company levels and entails changing the way the people involved think. However, there are quick wins that, if applied correctly, can make the process easier. Find two examples illustrating these ideas below. Continue reading

Storekeepers already knew it

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

chocolate

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

Technology in Customer Centric Organizations: be innovative and competitive

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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

Key Performance Indicators (KPIs) in Customer Centric Organizations

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

While changing your company from a product or service driven to a customer centric organization you might have come to the question of “How to measure, monitor and improve the new structure?” Especially as decision maker you must ask yourself, if the currently established metrics are still valid and are an adequate toolkit for the new strategy.

You might have found that your KPIs in Marketing, Sales and Service related to

  • campaign costs
  • quantity or quality of prospects currently worked on
  • customer kept or lost during a specific time frame

tell you more about your company, your products or your services than about your prospects and customers.

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How is CCM understood in other parts of the globe?

Written by Buljan & Partners Consulting

“A few months ago, I experienced a great jungle trek in the Northern of Laos. The agency I was trekking with was very professional, not only during the experience itself, but also at every stage of the “customer lifecycle”, from the follow-up on the first information provided to the customer satisfaction survey they provided after the trek. Yes, it seemed definitely possible to develop a customer relationship management in remote place like Northern Laos, with neither CRM systems nor good Internet connections… simply with a great team. 

Coming back from the trek, I was amused (as the other Western participants) to see the following message on the counter of the agency: 

 “If you had a problem with your trip and want to talk about it. We ask that you follow some simple advice before discussing it with us: Continue reading

The new rules of the game for Customer Intelligence

Written by Silvana Buljan for Buljan & Partners Consulting

When it comes to Customer-Centric Leadership supported by sophisticated technology I have learned something new about the current standard of customer analytics. All of us agree that we need to analyze all the data we have available for our customers to give them a better service: transactional data, profiling, behavioral data, etc. And most of us agree about the enormous efforts made in customer analytics: after a complex process of parameterization and qualification of data it sometimes takes weeks for marketing professionals to receive target group segments in order to conduct personalized campaigns. It seems that this will be redundant in the near future with recent developments at big database technology vendors, who are all going for the same concept: in-memory storage. My reduced knowledge of database technology did not keep me from understanding the new functionality of the new SAP 360 customer application based on HANA at the annual SAP Sapphire event in Madrid. If what I have seen is really how it works, it is an amazing step towards “democratization” of the availability and analysis of customer data across the organization. Even marketing and service professionals will be able to segment unstructured customer data – in real-time – without having to make internal requests for data queries to their IT departments.

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