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CRM = Customer Rejection Management
Every major organization has some form of customer call center. You may have renamed yours “contact…
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Car recalls. Bad process or great business?
The numbers around recalls are staggering.There were a record 74.2 million recalls in 2014 according to…
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Is BPM dead or alive? Sobering advice.
Neil Ward-Dutton, co-founder and research Director of the analyst firm MWD Advisors gave an excellent and thought provoking keynote at…
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The business-IT divide: don’t fix it
Business-IT gap getting bigger We have talked about bridging the business-IT gap for years. When IT…
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CX is still the Wild West : interview
More and more companies are recognizing the value of creating a unique and exceptional customer experience.…
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BPM should focus on the money
BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this…
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Abercrombie & Fitch: too much detail
In a great article in Bloomberg Business Week they catalogue the demise of Abercrombie and Fitch, in the cover feature…
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Define your process or outcome first?
Should you be designing processes first or focus on the outcomes? This is a critically important question when thinking about…