customers

Business Process Improvement or Customer Process Improvement?

Does your company need business process improvement? Where is the focus of your process improvement project? Does it focus on: – Business Process Improvement (BPI), or – Customer Process Improvement (CPI)? The aim of any organisation undertaking a process improvement project is to improve the efficiency of their operations and therefore reduce their costs and …

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What makes a company successful?

Successful companies are easily identified, right? They are the ones that stand out from the crowd, others aspire to be like them, and individuals aspire to work for them. Internally, they have defined goals and a strategy that is clearly communicated; their business processes are defined; KPIs are set and tracked; resources are managed. But …

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The Customer Is Not Always Right

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

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Customer Point of View

As a supplier, do you understand or appreciate what it is that your customers are really buying? Have you identified your market segment and have you profiled your ideal customer? It’s so important to focus on what it is that you are delivering to your customers. What is the need that you are satisfying? Have …

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Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …

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Service Recovery Window

For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery doesn’t match the customer’s expectations. This occurs when the customer’s expectations are not clearly understood or managed. Organisations that are specifically service-based, differ from those that manufacture products. In both instances, there is a requirement that needs …

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Opinion by Richard Branson

“In business, there’s no such thing as a perfect 10” In this article, Richard Branson talks about his success and why it’s important to “look at your business or brand from the outside in”. There’s always room for improvement in product and service offerings. By placing ourselves in our customer’s shoes, we can understand their …

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Advanced BPM Training

Recently I was fortunate enough to be able to attend the BP Group Certified Process Process Professional program in Brisbane. For me, this was the opportunity to follow up the three day Business Process Management Training I had previously attended in Melbourne. As expected, there were a great group of attendees, from diverse backgrounds. Despite …

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Article ? Customer Focus

In an interview in February 2010 with Harvard Business School, Ranjay Gulati discusses his recent book release and the need for companies to focus in creatively delivering value to customers. He highlights the requirement for placing the customer first and provides a roadmap of stages that companies pass through in the journey to reach customer …

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