Silvana Buljan is involved in CRM projects since 1998 when she started working as management consultant at Price Waterhouse. In 2002 she founded her own consulting business dedicated to make CRM work in client projects, mainly through customer-centric processes, lean and customer-driven organizational structures, and employee committment (customer centric culture and leadership). Silvana is involved as CRM subject matter expert in initiatives like customerthink, GCCRM, Customer Futures and CRM Idol with Paul Greenberg (launched in 2011).