Tag Archives: Ohtonen
5 Things Every Executive Should Do to Build Customer Experiences
There is no substitute for leadership. If executives won’t care about the customers of a company, no one will. And this includes also the self-fallacy of already being customer-centric, since only very few companies really are. So, what are the five key things every executive should do to build customer experiences of a company? Continue reading read more
Messy processes – Messy customer experiences?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems! Continue reading read more
35 Business Process Management Capabilities You Should Know
This article is based on the findings in Janne Ohtonen’s PhD thesis called BPMC – Business Process Management Capabilities, which was done for the University of Turku during the years 2010-2012. The results presented below are the capabilities that are … read more