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BPM from a Business Point of View

Scott Cleveland

Focus on the Customer

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'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 really wants?

They want things like...

 - On-time delivery [In today's culture, customers are into instant gratification]

 - Accurate order [Returns are a hassle]

 - Accurate invoice

 - Flawless service and support

In summary, they want value for their money.

Do your processes support that?

Start by looking at your 'Moments of Truth' - the places where your internal processes interact with your customer.  I suggest that you speak with some customers to see how you are doing.  Ask them how you might improve.

Determining a way to measure how you are doing can get difficult.  The metric you choose needs to be useful.  You need to be able to objectively measure it.  When you have established your current metrics, you can now look to improve those numbers.

Anything you can do to improve your customer's experience will be helpful.

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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