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Blog posts tagged in customer centricity
Business Process Management (BPM) is about managing everything that is done in an organisation to provide successful customer outcomes (hence it is a customer-centric effort). You need a plan, which includes a description from the organisation regarding how it will roll out and upkeep the Business Process Management (BPM) initiative, select processes for development and train people to lead the actual implementation. All this requires professional, leadership and communication skills. Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which is aimed to help you to grow those skills...
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A new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” has been published to help you to develop both your personal leadership and business process management skills with each passing week. Even though this book may initially seem like a random collection of wisdom, it is based on the experience the author has accumulated over the last ten years of working as a professional business process management and leadership coach. The world has become a complex place and many kinds of demands are placed on the people who work in decision-making positions. This book...
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The US-based Net Promoter Score (NPS) is used by businesses across the globe as an indicator of company growth and customer loyalty. Many of the world’s largest and most successful companies also rely on the NPS. But what does the NPS tell us about company performance? And can it really be used universally? I am not convinced that the NPS is suitable for every market – we need to handle what appears on first view a great tool – with a little care. This may seem a bold statement, but if you look at the way some companies measure performance, the...
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