Buljan & Partners Consulting Spain is an international consultancy firm with offices in Madrid, Munich and Portugal specialized in Customer Centric Management (CCM) and Customer Experience. With over 10 years of experience we bring our customers to success through a customer-oriented and specialized methodology in the following areas: - Customer Centric Management Leadership (CCML). - Customer Centric Process Leadership (CCPL). - Customer Centric Technology Leadership (CCTL). - Customer Centric Talent Leadership CCTalent). - Customer Experience Management (CEM). Our clients are SMEs and multinational companies across all industries and business models.

1. Buljan & Partners Consulting
Consultancy specialized in
Customer Centric Management (CCM)
January 2015

2. 2
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
copyright ©2015 www.buljanandpartners.com

3. 00. Are you Customer Centric?
3
X Do you offer your customers unique experiences?
X
X
X
X
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?
copyright ©2015 www.buljanandpartners.com

4. 4
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
> 12 years
Large companies and SMEs
o Partner: the worldgate group
o Offices in Europe: Madrid, Munich and Lisbon
01. Get to know Buljan & Partners Consulting
copyright ©2015 www.buljanandpartners.com

5. 5
01. Get to know Buljan & Partners Consulting
copyright ©2015 www.buljanandpartners.com

6. 6
02. Customer Centric Management
The global vision
Area Target group Duration Services
CC
MANAGEMENT
LEADERSHIP
CC
PROCESS
LEADERSHIP
CC
TECHNOLOGY
LEADERSHIP
CC
TALENT
LEADERSHIP
CUSTOMER
EXPERIENCE
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 coaching
in groups and
individually
Process Health Check
Process Design
Process Alignment
Vendor selection
Rollout Management
Test Management
CC Talent Map
CC Talent Plan
Experience mapping
KPIs and Action plan
CEM certification
copyright ©2015 www.buljanandpartners.com

7. 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
7
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%
copyright ©2015 www.buljanandpartners.com

8. 8
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 design
Health Check process:
Formally via “Capability Model”
Dynamically via awareness workshops
Alignment: 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%
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
copyright ©2015 www.buljanandpartners.com

9. 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
9
02. Customer Centric Management
CC Technology Leadership
>120
RESULTS
SERVICES
Innovation Management
Project Management
Integration Management
Requirements Management
System Audits
System Business Cases, ROI calculation
Independent Provider Selections
Project Management
System Trainings
Customer Analytics (CRM, BI …)
Roll-out Management
Test Management
Quality 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
copyright ©2015 www.buljanandpartners.com

10. 10
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 Map
Define 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 session
Understanding: Training and Coaching
Trust: Supervision and Monitoring
Illusion: Measuring the impact
81%
copyright ©2015 www.buljanandpartners.com

11. RESULTS
11
02. Customer Centric Management
Customer Experience Management
CUSTOMER EXPERIENCE
MANAGEMENT
Buljan & Partners Consulting 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
Customer Definition.
Customer Experience Mapping.
Situation analysis.
Action plan.
KPIs and measurement.
CEM Certification.
Financial valuation of experience.
Innovation in customer experience.
25%
copyright ©2015 www.buljanandpartners.com

12. 12
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
copyright ©2015 www.buljanandpartners.com

13. 13
03. Our Clients
copyright ©2015 www.buljanandpartners.com

14. 14
04. Our Offices
SPAIN
Buljan & Partners Consulting S.L.
Avenida de Manoteras 26, 3ºB
28050 Madrid
t: +34 914 488 882
f: +34 914 488 943
s.buljan@buljanandpartners.com
GERMANY
Buljan & Partners Consulting GmbH
Jakob-Klar-Str. 4
80796 München
t: + 49 89 890 65 76-0
f: +49 89 890 65 76-29
h.baumeister@buljanandpartners.de
PORTUGAL
Buljan & Partners Consulting S.L.
Av. República, nr. 6 - 7º Esq.
1050-191 Lisboa
t: +351 213 303 720
f: +351 213 195 609
r.silva@buljanandpartners.com
copyright ©2015 www.buljanandpartners.com

15. Contact us for a free
information session!
copyright ©2015 www.buljanandpartners.com