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BPM from a Business Point of View

Scott Cleveland

Process & the Customer Experience

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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 lowest price.

Change is Constant

Today, companies should be looking at the customer experience as a differentiator.  How customers interact with your company is a process - one that needs some attention.

A customer experience consists of the customer's perceptions of their interaction with your company.  It is how the customer 'feels' about doing business with your company.  It is the customer's reaction to how they interacted with your employees.

Deliver a great experience for your customer throughout their 'customer' lifecycle and the results will improve your bottom line.

We are in the midst of change. 

The internet has had a big impact on how companies do business.  Companies are just now exploring the impact of social media.  Mobile is next - companies are still trying to determine the impact.  Then there is the cloud and 'what does that mean to me?'

The Takeaway

Improve your customer's experience to attract more customers, to retain more customers and to increase revenue.  If you doubt this, look at what Amazon has accomplished - or Apple.

Scott Cleveland blogs about BPM from a business point of view.

Scott Cleveland

Scott Cleveland is a technical, innovative and creative marketing manager with more than 25 years of experience in marketing, marketing management, sales, sales management and business process consulting aimed at high-tech companies. His areas of expertise include: product marketing, solutions marketing, solution selling, sales maangement, business process management, business process improvement and process optimization. Reach him at RScottCleveland[at]gmail.com.


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