Tag Archives: customer

Why Use a Smarter Process?

There is a BPM evolution that has emerged with the advent of Mobile, Cloud, Complex Event Processing, the latest business process should use many of this advantages. Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which banks must … read more

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Customer Onboarding – Your Most Important, Worst Process?

Improvements to customer onboarding are all the rage these days. Why so? Probably because most organisations do it so badly. Firstly even by it’s name we make the process of becoming a customer sound like something that will require herculean effort … read more

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Focus on the Customer

‘Make the customer the hero of your story’ – Ann Handley, Chief Content Officer, Marketing Profs. Have you looked at your business from your customer’s point of view?  Do you measure and monitor how well you deliver what your customer … read more

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How to Test the Pulse of your Processes and See if they are Still Alive!

Many processes are like zombies. They wake up in the morning, brush their teeth, take the train ride to work and start working. For four hours they check their emails, put of fires and curse the work they do. Then, … read more

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Experiencing BPM…

BPM Quotes of the Week – Feb. 7 “A customer experiences your company as the sum of its business processes. How comfortable does that make you feel?”  Scott Francis This is a very important concept that is often missed. For … read more

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Get inspiring ideas on customer-centric process leadership

Business Process Management (BPM) is about managing everything that is done in an organisation to provide successful customer outcomes (hence it is a customer-centric effort). You need a plan, which includes a description from the organisation regarding how it will … read more

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Become a Winner with Customer-Centric Process Leadership

Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which looks into business process management and leadership from a fresh perspective. The world is full of recipes for … read more

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Process excellence is all about the customer

Process excellence is all about the customer. See this infographic to learn more.

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Three Key Factors to Achieve Process Excellence

One huge obstacle for achieving process excellence is working in traditional, functional specialist siloes. This article explains what are the three key factors for bringing those functional siloes together to advance process excellence. This article is based on experience acquired … read more

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Process & the Customer Experience

A decade ago, companies differentiated themselves from their competitors using products and pricing.  The internet has changed all that.  Customers can quickly search for products online and even compare.  They can easily choose to purchase from the company with the … read more

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