Customer Centricity, BPM & Outside-In
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Transcript of Customer Centricity, BPM & Outside-In
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Steve Towers
CEO & Founder
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
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Using a Knife and Fork to Cut my Lawn?
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
The mistake of industrial age thinking..
in a Facebook era
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
A Global
tipping point
Why should
you care?
The
Implications
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
A Global
tipping point
![Page 7: Customer Centricity, BPM & Outside-In](https://reader033.fdocuments.in/reader033/viewer/2022051513/5456d4a5af795994188b4ef4/html5/thumbnails/7.jpg)
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved Examples
OU
TSID
E
IN
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
We have inherited an industrial legacy in thought and
action...
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
What shape are you in?
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
CEO
Marketing Sales Customer Service
Operations Finance
Our organisations all look the same...
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
CEO
Marketing Sales Customer Service
Operations Finance
Processes wend and meander their way around these
rigid structures...
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
CEO
Marketing Sales Customer Service
Operations Finance
And hey ho – we nearly forgot the customer!
Now where do they go?
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
However...
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
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
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Source BBCworld
The Always on World of the 21st century Mapping the Growth of the Internet
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Why should we bother?
Because the customer is a
very different animal….
Inspiration:
Udayan Banerjee
CTO,
NIIT Technology (India)
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Choice:
We now have a bewildering array
in almost every product and service.
Source: Fanzine
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The Promiscuous Customer: I will go with anyone I choose on my terms
Source: BigStock
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Rebellion – Groundswell:
Customers – we don’t
take **it anymore
Source: iStockphoto
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Groundswell:
Customers – we don’t
take **it anymore
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Expectations:
Customers – less of the sizzle,
more of the meat
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Expectations:
Say High – Do High, or else
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Multi-channels:
I want it my way when I say
Source: Fanzine
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Prosumer:
The Customer Experience is
the Process
Source: Fanzine
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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?
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This is a Copernican Moment
Copernicus - 19 February 1473 – 24 May 1543
He died 467 years ago
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
The
Implications
"We can't solve problems by using the
same kind of thinking we used when
we created them."
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
The
Implications
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DISCOVERY
ASSESSMENT
REVIEW
EXECUTE
ww
w.cem
meth
od.com
Acknowledgement..
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
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 -
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Creating SCO’s is a
logical imperative
– with acknowledgement -
The
Process
Performance
Landscape®
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Why should
you care?
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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
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
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BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
A Global
tipping point
The
Implications
Why should
you care?
![Page 38: Customer Centricity, BPM & Outside-In](https://reader033.fdocuments.in/reader033/viewer/2022051513/5456d4a5af795994188b4ef4/html5/thumbnails/38.jpg)
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved
Steve Towers
CEO & Founder
CUSTOMER CENTRICITY & PERFORMANCE: Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management