customer centricity, bpm & outside-in

BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

Steve Towers

CEO & Founder

[email protected]

CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management

4-5th April 2011,

The Brewery, London, UK


Using a Knife and Fork to Cut my Lawn?


The mistake of industrial age thinking..

in a Facebook era


A Global

tipping point

Why should

you care?

The

Implications


A Global

tipping point

BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved Examples

OU

TSID

E

IN


We have inherited an industrial legacy in thought and

action...


What shape are you in?


CEO

Marketing Sales Customer Service

Operations Finance

Our organisations all look the same...


CEO


Operations Finance

Processes wend and meander their way around these

rigid structures...


CEO


Operations Finance

And hey ho – we nearly forgot the customer!

Now where do they go?


However...


The Always on World of the 21st century -

1998

Source BBCworld

The Always on World – It has all happened in the last 13 years! Mapping the Growth of the Internet


Source BBCworld

The Always on World of the 21st century Mapping the Growth of the Internet


Why should we bother?

Because the customer is a

very different animal….

Inspiration:

Udayan Banerjee

CTO,

NIIT Technology (India)


Choice:

We now have a bewildering array

in almost every product and service.

Source: Fanzine

The Promiscuous Customer: I will go with anyone I choose on my terms

Source: BigStock


Rebellion – Groundswell:

Customers – we don’t

take **it anymore

Source: iStockphoto

Groundswell:

Customers – we don’t

take **it anymore

Expectations:

Customers – less of the sizzle,

more of the meat

Expectations:

Say High – Do High, or else

Multi-channels:

I want it my way when I say

Source: Fanzine

Prosumer:

The Customer Experience is

the Process

Source: Fanzine

We believe that within five years, 96 percent of consumers will have access to the Internet, whether it be through a personal computer, a set-top box or a mobile device. You bet that changes everything. (2010)

Source: Fanzine

Everything has changed?

This is a Copernican Moment

Copernicus - 19 February 1473 – 24 May 1543

He died 467 years ago


The

Implications

"We can't solve problems by using the

same kind of thinking we used when

we created them."


The

Implications

DISCOVERY

ASSESSMENT

REVIEW

EXECUTE

ww

w.cem

meth

od.com

Acknowledgement..


Work will never be the same again…What immediate questions can we ask ourselves?

Where does your process

start and finish?

What is the Successful Customer

Outcome?

What are the Key Moments

of Truth in this Process?

What business are you (REALLY) in?

NAME:___________________________________

Outside-In Strategic Matrix (OI-SM) – with acknowledgement -

Creating SCO’s is a

logical imperative

– with acknowledgement -

The

Process

Performance

Landscape®


Why should

you care?

We are at the very point in time when a 400-year old age is dying and another is struggling to be born, a shifting of culture, science, society, and institutions enormously greater than the world has ever experienced.

Ahead, the possibility of the regeneration of relationships, liberty, community, and ethics such as the world has never known, and a harmony with nature, with one another, and with the divine intelligence such as the world has never dreamed.

Dee Hock, Founder & CEO--Visa

A Global

tipping point

It is the end of our beginnings


A Global

tipping point

The

Implications

Why should

you care?


Steve Towers

CEO & Founder

[email protected]

CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management

customer centricity, bpm & outside-in

Business

tipping point

founder steve

april 2011

april 2011

towersbpgroup

april 2011

customer

world