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Customer Centricity in the public sector: innovation or obligation?

Written by Silvana Buljan for Buljan&Partners 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...

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Customer Centric Management in online business models

Written by Luis Hergueta 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...

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Vídeo: What is Customer Centric Management?

By Silvana Buljan for Buljan & Partners Consulting “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...

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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...

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A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting 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...

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The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting A desperate customer in search of help and solutions often finds himself confronted with complex procedures, incomprehensible sales...

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Visit to a touchpoint organization

Written by Raquel Calleja for Buljan & Partners Consulting This year marks the 15th anniversary of Buljan & Partners Consulting and as part of the commemorative events we’ve arranged visits to...

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