Updated and republished. Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. I am repeatedly surprised when I learn about how badly organizations – fairly large ones at that – handle customer on-boarding. If on-boarding is as important as it might seem, judging from the vehemence with which they agree it is, how come it turned out such a mess?…
Posts tagged Process Thinking
Challenging the Status Quo.
Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. I am repeatedly surprised when I learn about how badly organizations – fairly large ones at that – handle customer on-boarding. If on-boarding is as important as it might seem, judging from the vehemence with which they agree it is, how come it turned out such a mess? Craig lists…
Leverage BPM to Kill the Silos. In Your Mind.
Even as the enterprise IT landscape evolved over the past decades, markets, economy, and technology forces have affected key considerations that dominate and influence annual IT budgets. The nature and the unique mix of these forces, in any given year, have correspondingly triggered a rather unique set of influencers shaping IT budgets. We saw the wave of ‘seamless’ enterprise thinking; then the idea of an extended enterprise arose. Next was data-intelligence, followed by compliance, and then there was E2.0….
The Case For A Jack Of All Trades, Master Of One. (Or More)
When a good friend and I exchanged a few tweets back and forth the other day, it began like the usual exchange of views over news items that the #bpm timeline throws up once in a frequent while. But the ‘twonversation’ with my twitter counterpart – a venerable thinker in technology, particularly BPM – got me thinking and reinforced what I have always thought about the skills that really make a real good BPM Consultant. My friend had created…
How Can you Design Intelligent Processes?
Earlier today, I read something that made me snort on my afternoon coffee. Not just because it was funny, but because, to me it had some additional insight that I thought was worth sharing with you, especially when you think about Intelligent Processes and how they can be crafted for a BPM initiative. Here it is: Two men walk into a bar. The first man says I’ll have some H2O. The second man says I’ll have H2O too. The…
Great Customer Service: Sometimes it is YOU
Last week work beamed me to Chennai in Southern India, a city where I was born and had also spent a large part of my childhood. Work has taken me to Chennai often and I am usually booked at a hotel that is not far from where I lived as a kid. The hotel has a lot of nostalgia value for me, for, among other things, it has a swimming pool where I spent a few hours every evening through my…
Process comes before a smile in customer service
When we are at the receiving end of poor customer service, it unfailingly ticks us off. Being champions of process only makes it a little more painful because even while we go through a first-hand experience of poor customer service –- be it over the phone or a counter –- we are also immediately able to see beneath the surface and understand why things are likely going wrong. Now, on a theoretical plane, you might think that this ability…
Infuse, not garnish: Mobility is no longer a peripheral add-on.
It must have been around a decade ago when I first received a ‘text alert’ from a bank on my mobile phone. My bank had let me register my mobile phone number with them for this and once they activated it, I started receiving text alerts after every credit card transaction I made. Today, I still receive these alerts, but I also have an ‘app’ the bank has additionally given me, from which I can do a lot of…