BPM.com
  1. Peter Schooff
  2. Sherlock Holmes
  3. BPM Discussions
  4. Tuesday, 10 April 2018
  5.  Subscribe via email
As customer experience is one of the key differentiators in business today, what's the first step a company needs to take to start delivering top level customer service?
Accepted Answer Pending Moderation
Companies actually need to resolve to do this and not just make it a marketing statement. As it happens, cost is still a much stronger business driver than quality and customer satisfaction.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 1
Accepted Answer Pending Moderation
Delivering the Highest Level of Customer Experience is one of the most important emerging characteristics of an organisation as a socio-technical system. The best way (so far) to guarantee a successful delivery of the emergent characteristics of any system is to adopt a systems approach. For example, see [ref1].

Thanks,
AS
References
  1. https://www.slideshare.net/samarin/enterprise-architecture-entarch-as-a-systemsapproach-applied-management-discipline
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 2
Accepted Answer Pending Moderation
The very first step is hiring the right people. A crappy system is only going to be made worse with crappy people but top-notch people can make a crappy system better. However, seeing as this question is probably more technical in nature, I would say making sure the data you have is available in all systems in a standardized fashion. The data should be retrievable in an easy and fast manner but also captured in an easy and fast manner. If you can't get top-notch people, having top-notch data (and the tools to handle and display the data) may be the next best thing.
Managing Director
ClearCadence, LLC
http://www.clearcadence.com
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 3
Accepted Answer Pending Moderation
Consider focusing just on B2B CX, where the "work to be done" is more clearly the focus of any relationship. So what is the cost of the end-to-end work to be done, from the perspective of the prospect or customer? Includes product or service selection, on-boarding, usage, adjustment, contract management, and on-going customer service and support. These all define work and costs to the customer, in support of the work the customer itself needs to perform. How often does a vendor consider "the work the customer needs to do" as the basis for analyzing a market offering? The consideration here is "beyond customer journey", which usually concerns only the customer's "journey with us", and doesn't include the whole scope of the customer's mission, of which we are only a part.

Fortunately, BPM process automation technology is the technology of the work of business, and is ideally suited to supporting better customer experiences.
Comment
  1. John Morris
  2. 8 months ago
  3. #5262
As referenced in my reply to @Bogdan, below, Clayton Christensen's research since The Innovator's Dilemma has focused especially on "Jobs To Be Done". This insight fills in the mystery at the heart of the Innovator's Dilemma, which is "what is at the core of what any company does?" And the answer is "work" or a "job to be done". Of course, for BPM champions, this is welcome validation from outside the field.

Some references:

https://hbswk.hbs.edu/item/clay-christensen-the-theory-of-jobs-to-be-done
https://hbr.org/ideacast/2016/12/the-jobs-to-be-done-theory-of-innovation

The references are mostly concerned with B2C and consumer markets; it's not too hard to see the complete applicability to B2B and business markets as well.
  1. more than a month ago
  2. BPM Discussions
  3. # 4
Accepted Answer Pending Moderation
Understand the customer and walk in the customer's shoes! Hiring the right people is table steaks. If you can't define the customer and understand the customer journey in the lifecycle of the customer, within the context of your business... you will have no customers. With the understanding of the customer, the respective journey, you gain the insight how to develop the customer experience. Everything flows from there, ie. setting up processes, leveraging technology etc.....
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 5
Accepted Answer Pending Moderation
Here you can find some steps that can lead the organizations to a CX process.

1) Classify your customers, the external ones from where comes the money and the internal ones who interact across the organization and demand requests that can put the organization aligned with CX.
2) Clarify your positioning in the market, what are you offering and what are the customer expectations.
3) Then define your CX process by identifying tasks, moments of truth, handovers, business rules,... aligned with customer expectations.
4) Define what market actions you need to do, to bring the customers into your organization.
5) Create your own dashboard to measure the success of your CX process.
6) Assess the maturity level of your organization, and define what actions you need to do, to implement your CX process.
7) Be dynamic, see the CX process as a cycle, reviewing it by a time period or driven by events that can justify.

Regards,
Jose
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 6
Accepted Answer Pending Moderation
My likely old-fashioned take on it would be: "cover the basics". In accordance with my suggestions towards digital transformations, to basically master the day-to-day operations to a certain level of excellence before looking at transformations, I would recommend the same for the aim to achieve high success rates on customer experiences:
"Master the recurrent base processes consistently, on a level the customer expects a satisfactory service should be at (1). On top of these, try and create value added, unique and innovative experiences (2).
While BPM and RPA are a very powerful tools for achieving (1), other complementary approaches and technologies maybe required to repetitively achieve (2) - case management, AI, BI and others. However (2) isn't likely to happen w/o having (1) fully covered.
NSI Soluciones - ABPMP PTY
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 7
Accepted Answer Pending Moderation
Seconding Max P's pov: the highest level of customer experience is a niche business proposition.
And, as per "innovator's dilemma", there's plenty of business to be had where the customer expects just "good enough", as they consider cost/value a key driver of the customer experience.
Additionally, in many cases building your business around "good enough" focuses the team to deliver much stronger value propositions, much faster.
CEO, Co-founder, Profluo
Comment
  1. John Morris
  2. 8 months ago
  3. #5261
Good point @Bogdan, referencing Clayton Christensen's The Innovator's Dilemma. I note that Prof. Christensen's recent work is a wonderful follow up focusing on "jobs to be done". The hired-for-a-job idea was the missing piece in the original. And jobs means work. And BPM. BPM wins again.
  1. more than a month ago
  2. BPM Discussions
  3. # 8
Accepted Answer Pending Moderation
The First Step a Company Needs to Take to Start Delivering the Highest Level of Customer Experience is to create a clear customer experience vision. The easiest way to define this vision is to create a set of statements that act as guiding principles. Once these principles are in place, they will drive the behavior of your organization. Every member of your team should know these principles by heart and they should be embedded into all areas of training and development. Customer Experience can be managed by software like project management software, business process management so that companies can deliver their work on time to keep the customers happy.
Kritika Pandey (Software Analyst)
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 9
Accepted Answer Pending Moderation
Put yourself on your customers shoes and think through how you would want to be "handled". Of course staff with good interpersonal skills are important but today so much now handled via internet. With good processes and coordination of information try empowering you customer to make the best decision for them within your offerings. Such an exercise should be a good and engaging experience which should leave them satisfied all options viewed for the decision? This will involve use of process intelligence within the interactions with a sound and logical UI designed for the customer.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 10
Accepted Answer Pending Moderation
Customer experience is one of the most complex areas among business processes existing in organization. It stipulates its objectively induced high variability and personification. This might create an illusion that customer experience does not require any strict process and alignment and can be entirely delegated to personal distinction of individual workers with relevant qualification.

However, exactly this complexity of customer handling procedures requires very careful and scrupulous modeling, which should bring to lite all underlying scenarios intuitively executed by customer facing personnel. Without such analysis customer experience will inevitably remain uneven and chaotic left at the mercy of every particular worker. To ensure universally high corporate standard of customer interaction organization must adopt modern achievements of process management.

BPM is exactly such management practice, which creates solid and systematic ground behind ad-hoc practice of customer care and allows for systematic alignment, improvement and transformation of customer experience. Building detailed business model of customer experience must be the first and indispensable step in this essential business transformation.

http://caseagile.com/wp-content/uploads/Customer_Service_Process_Flow.jpg

Illustration: Customer Service Process Flow sample from Microsoft Operations Framework
References
  1. https://technet.microsoft.com/en-us/library/cc543259.aspx
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 11
  • Page :
  • 1


There are no replies made for this post yet.
However, you are not allowed to reply to this post.