Process Leadership

"Do the right things right!"

Companies tend to define customer related processes with an "inside-out" approach instead of a customer - centric view. Their focus is on process optimization and/or automation. Many companies still concentrate on business lines and are too much product driven. 
 
-Agility, rapidity, solution oriented
- Did we understand the customer's needs? 
- What happens before taking a purchase decision? 
- Are customer-company touch points and company-customer touch points aligned? 
- What is important to your customer when interacting with you? 
- How can we analyze, using customer intelligence, and act on the decisions made during the process?
 

The objective of our methodology is to support process owners in defining customer-centric processes that improve the customer experience in each interaction.


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