corporate presentation buljan & partners consulting 2014
DESCRIPTION
Buljan & Partners Consulting Spain is an international consultancy firm with offices in Madrid and Munich specializez in Customer Centric Management (CCM). With over 10 years of experience we bring our customers to success through a customer-oriented and specialized methodology in the following areas: - Management Leadership - Process Leadership - Technology Leadership - Human Resource Leadership - Customer Experience Management (CEM). Our clients are SMEs and multinational leaders in their sectors and located in the Iberian Peninsula and Latin America, among others.TRANSCRIPT
Buljan & Partners Consulting
Consultancy specialized in
Customer Centric Management (CCM)
June 2014
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00. Are you Customer Centric?
01. Get to know Buljan & Partners Consulting
02. Customer Centric Management• CC Management Leadership• CC Process Leadership • CC Technology Leadership• CC Talent Leadership • Customer Experience Management
• Retail Performance Program
• Partner Relationship Program
03. Our Clients
04. Our Offices
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00. Are you Customer Centric?
3copyright ©2014 www.buljanandpartners.com
X Do you offer your customers unique experiences?
X
XXX
Is your technology useful for employees and
does it facilitate the relationship with your final
customers?
Are all touch points well aligned in both
directions: customer-company and
company-customer?
Do your leaders consider both the financial and
non-financial impact of being a customer
centric company?
Do your employees have the empowerment to
offer personalized services?
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Why do our
customers choose us?
Unique
focus on
Customer Centricity
Our customers
Who are we?
o The leading consultancy in Customer Centric Management
o Our project experience:
> 130 projects> 20 countries> 11 yearsLarge companies and SMEs
o Partners: Stativity and the worldgate group
o Offices in Europe: Madrid, Munich and Lisbon
01. Get to know Buljan & Partners Consulting
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02. Customer Centric Management
The global vision
Area Target group Duration Services
CC MANAGEMENT
LEADERSHIP
CC PROCESS
LEADERSHIP
CC TECHNOLOGY
LEADERSHIP
CC TALENT
LEADERSHIP
CUSTOMEREXPERIENCE
MANAGEMENT
C-Level Management
Whole organization
Whole organization
Teams
Whole organization
6 months
< 1 year
> 1 year
< 1 year
< 9 months
Leadership
Processes
Technology
Human Resources
Customer Experience
Executive coachingin groups and individually
Process Health Check Process DesignProcess Alignment
Vendor selectionRollout ManagementTest Management
CC Talent MapCC Talent Plan
Experience 360ºEconomics of Customer Experience
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CUSTOMER CENTRIC
MANAGEMENT LEADERSHIP
Buljan & Partners Consulting, in cooperation with the
worldgate group, has developed the Customer Centric
Management Leadership program which allows you to:
o Ensure that a product oriented company becomes a
customer centric one
o Establish the adequate mindset within the C-level
management
o Support executives in obtaining the necessary
awareness, the understanding of key elements and
drivers of CCM, to commit to CCM and learn to lead
by example
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02. Customer Centric Management
CC Management Leadership
90%
100%
Of managers turned into drivers for CC after
the first group coaching
Group and individual commitment
generated and shared at the end of the
program
Executive skills improved in two years,
especially teamwork, innovation, positive
attitude and assertiveness
RESULTS
SERVICES
We offer a 6 months long program: coaching sessions in groups and individually:
Awareness (Group coaching): Understand and assimilate
Immersion (Individual coaching): Explore and decide
Empowerment (Individual coaching): Individual and third party motivation
Collaboration (Group coaching): Action plan and group commitment
100%
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02. Customer Centric Management
CC Process Leadership
CUSTOMER CENTRIC
PROCESS LEADERSHIP
Buljan & Partners Consulting has developed the Customer
Centric Process Leadership program, which allows you to:
o Define Customer-related processes from a "outside-in”
perspective: The process flow is adapted to the needs
and objectives of the client rather than just domestic
needs
o Ensure a closer customer involvement with the
company, with more feedback, preventing loosing
customers and encouraging loyalty
o Get employees to not only know the customer related
processes but also to understand and show their
commitment to engage with the CC culture
66%
100%
RESULTS
SERVICES
Principles:Customer Centric Process designHealth Check process:
Formally via “Capability Model”
Dynamically via awareness workshopsAlignment: Once our Customer Centric processes are defined, we align people, systems, processes and strategy to obtain a sustainable model
Support Services:Project Management (training or consulting)Change Management (training or consulting)
100%
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Of employees believe that it is essential to
take them into account when creating
processes
Of our clients believe in a higher implication
of employees in the creation and
implementation of processes
Of our customers who have hired us to help
them with their processes are very satisfied
with our work, and they have become loyal
customers
CUSTOMER CENTRIC
TECHNOLOGY LEADERSHIP
Buljan & Partners Consulting has developed the Customer
Centric Technology Leadership program, which allows you
to:
o Innovate your customer centric processes with support
of efficient technologies
o Select contemporary and adequate software
packages (i.e.: CX, Big Data, Multi Channel) in order
to improve the customer and partner related
processes and enable decision making on strategic
and operational levels
o Manage the development, implementation and
integration of your technology, organize and deliver
training and ensure quality of the software providers
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02. Customer Centric Management
CC Technology Leadership
>120
RESULTS
SERVICES
Innovation ManagementProject ManagementIntegration ManagementRequirements ManagementSystem AuditsSystem Business Cases, ROI calculationIndependent Provider SelectionsProject Management System TrainingsCustomer Analytics (CRM, BI …)Roll-out ManagementTest ManagementQuality Management
>1800
>40 CC Technology Leadership projects
implemented
More tan 1.800 CRM users trained on
Customer Centric process and
technology
More than 120 international projects
completed with high customer
satisfaction
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02. Customer Centric Management
CC Talent Leadership
CUSTOMER CENTRIC
TALENT LEADERSHIP
Buljan & Partners Consulting has developed the Customer
Centric Talent Leadership program, which allows you to:
o Identify the current Customer Centric Talent in your
organization
o Provide a plan with proven consulting, training and
coaching solutions that enhance and / or support the
shift towards a Customer Centric culture
o Work with your employees with an emotional-rational
approach, which is easy to apply, sparks the interest
and promotes confidence and motivation towards
sustainable Customer Centric Management change
o Maximize the profitability and loyalty of your external
customer
19%
53%
Increase of operating profit with engaged
employees
Of CC Talent employees are motivated to
improve the level of service quality and
customer satisfaction
Of motivation and competence of your
employees is determined by their middle
management leaders
RESULTS
SERVICES
Phase 1: Customer Centric Talent Leadership MapDefine the current “photo”Measurement of the initial and final impact after the implementation of the CC Talent Leadership Plan
Phase 2: Customer Centric Talent Leadership Plan
Interest: Awareness sessionUnderstanding: Training and CoachingTrust: Supervision and MonitoringIllusion: Measuring the impact
81%
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RESULTS
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02. Customer Centric Management
Customer Experience Management
CUSTOMER EXPERIENCE
MANAGEMENT
Buljan & Partners Consulting's strategic partner Strativity
has developed the Customer Experience Management
program, which allows you to:
o Create value the customer is willing to pay for, which
drives companies to profitability, competitiveness and
sustainable growth
o Provide:
• Tools to identify the elements that hinder the
progress towards an Customer Centric approach
• The guide to develop the perception of customer
value
• The precise criteria for an efficient allocation of
efforts between the different areas of action:
Management, Process, Technology and Talent
o Involvement of internal and external customer
relationships designed to achieve WIN-WIN-
Relationships
Customers have increased their spending for
a better customer experience
Increased profit margin in less than 12
months
Increased productivity of customer service
40%
15%
SERVICES
Defining the Customer ProfileExperience 360 °Experience InventoryEmployee Engagement IMCOCustomer Experience GuideCustomer Experience Innovation ProcessEconomics of Customer ExperienceCustomer Experience IndicatorsCustomer Experience Action PlanEvolve your PerformanceSustainability SolutionsModel of Customer Experience Management
25%
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02. Customer Centric Management
Marketing and Sales Programs
PARTNER RELATIONSHIP PROGRAM
Buljan & Partners Consulting intercedes between his
clients and third parties in order to achieve optimal
coordination and time savings. Otherwise, the client
would have to talk to third parties, which often leads to
inefficiencies
This program allows to establish unique and stable
commercial relations
RETAIL PERFORMANCE PROGRAM
Buljan & Partners Consulting defines, implements and
standardizes the Customer Life Circle Processes
oriented at achieving short-/medium– and long-term
results
This program allows to establish continuous process
monitoring in order to increase follow up and
conversion ratios as well as the traffic of interested
customers
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03. Our Clients
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04. Our Offices
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SPAIN
Buljan & Partners Consulting S.L.
Avenida de Manoteras 26, 3ºB
28050 Madrid
t: +34 914 488 882f: +34 914 488 943
GERMANY
Buljan & Partners Consulting GmbH
Jakob-Klar-Str. 4
80796 München
t: + 49 89 890 65 76-0f: +49 89 890 65 76-29
PORTUGAL
Buljan & Partners Consulting S.L.
Av. República, nr. 6 - 7º Esq.
1050-191 Lisboa
t: +351 213 303 720f: +351 213 195 609
Contact us for a free
information session!
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