Customer Experience Management

Achieving Successful Customer Outcomes with BPM, CEM and Outside-In thinking and practice.

Advanced BPM - Case Studies for download

The following casestudies from Toyota and Virgin Mobile tell the unfolding story of a quest for Outside-In.

Download the PDF's
> Toyota http://bit.ly/1IymL <
> Virgin Mobile http://bit.ly/EkImH <
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Labels: BPM, cpp, Customer Expectation Management, Enterprise BPM, outside in, toyota, virgin

Business Performance, Scorecards, Strategy Maps and so on...



Architecture World2009 Business Performance from Steve Towers
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Labels: BSC, CEM, measurement, outside in, scorecards, Steve Towers

Business Process and Complexity from Raju Oak


 
An insightful and often times amusing presentation steers us through the stormy waters of complexity. (beware the cannibals)

http://www.towersassociates.com/download/BPG_KleinwortBenson-RajuOak.pdf



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Labels: CEM, Customer Expectation Management, outside in, SCO, steve towers. raju oak, Triple Crown
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