Business Process & Customer Service Books – Recommended Reading

Business Process and Customer Service Books

Customer Service - Uncommon Service

Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By Frances Frei & Anne Morriss
Published 2012 By Harvard Business Review Press

– Create an organisation where ALL employees provide excellent service as a matter of routine; meeting customer’s demands for great service, while saving money at the same time.
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TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments
By Douglas R. Conant, Mette Norgaard
– Leadership can be seen as a sequence of hundreds, even thousands of moments in time, each one packed with the potential to help individuals learn, apply, and align their sense of purpose, personal values, and agendas with the corporate sense of purpose, values, and strategic agenda.
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Strategy from the Outside in: How to Profit from Customer Value
By George S. Day & Christine Moorman
Published 2010 by McGraw -Hill

– Only companies that operate with an outside-in view from the C-suite to the front lines, can expect to maximise and profit from customer value.

Outside-In: The Secret of the 21st Century Leading Companies
By Steve Towers
Published 2010 by BP Group Press

– Evolving process thinking towards a customer centric view of business.
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Reorganize for Resilience: Putting Customers at the Center of Your Business
By Ranjay Gulati
Published 2009 by Harvard Business School Publishing Corporation

– Resilient companies drive growth and increase profitability by immersing themselves in the lives of their customers.

Business Process Change: A Guide for Business Managers and BPM and Six Sigma Professionals
By Paul Harmon
Published 2007 by Morgan Kaufmann

– presents contemporary business process improvement methodologies that can be tailored for specific needs, while maintaining a focus on the human aspects of process redesign.

Business Process Management: Practical Guidelines to Successful Implementations
By John Jeston & Johan Nelis
Published 2006 by Butterworth-Heinemann

– provides organizational leadership with an understanding of Business Process Management and its benefits to an organization.

Management by Process: A Practical Road-map to Sustainable Business Process Management
By John Jeston & Johan Nelis
Published 2006 by Butterworth-Heinemann

– describes the management of an organisation from a business process perspective.

The Outside-in Corporation: How to Build a Customer-centric Organization for Breakthrough Results
By Barbara E. Bund
Published 2006 by McGraw-Hill

– Design and implement all of your organisation’s strategies and actions from the perspective of your customers.

Moments of Truth
By Jan Carlzon
Published 1987 by Ballinger Publishing Company

– The strategy that the president and CEO of Scandinavian Airlines (SAS) implemented to reverse the fortunes of SAS by meeting the demands of the customer-driven economy.

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