outside-in approach

Articles

Book Review – “Outside-In” by Steve Towers
How to mould organisations into a way of thinking that is aligned with today's consumer to ensure "successful customer outcomes"
Advanced BPM / Outside-In, Book Reviews, Customer Satisfaction
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…
Advanced BPM / Outside-In, BPM Articles