Our advanced process management techniques are simple and effective and take process improvement to a new level. Our techniques analyze the customer experience, from the customer perspective or Outside-In, and this helps us identify opportunities for you to significantly reduce costs, increase revenue and enhance service. We call this the triple crown. Our results boost both individual and corporate performance and help your organization to wear the business triple crown.
We set out to make your business successful and to do this, our aim is to make your customers' lives simpler easier and more successful. Using our well established customer-centric techniques, we gain an understanding of your customers and what they really want. By establishing the Successful Customer Outcomes (SCO), we help you align your business to delivering the SCOs by identifying and designing customer touch-points, or Moments of Truth (MOT), using the edict to remove or improve. We then develop an action plan, a documented set of tasks and activities that should be performed for organisational improvement and finally we provide you with assistance in the implementation of your plan.
The CEMMethodtm, is a technique developed in conjunction with the BP Group by Steve Towers and is used for aligning, optimizing and increasing the performance of any customer experience/process, product or service. Our standard project engagement will include the following stages.
Discovery - understanding your customers, discovering what they really need and defining your Successful Customer Outcomes
Assessment - examining your current customer experience/process, creating a baseline efficiency and understanding the Moments of Truth
Review - improving your customer experience/process, identifying opportunities for reducing costs, increasing revenue and enhancing service, eliminating "Dumb Stuff"
Execute - outlining an implementation action plan for improvement, innovation and then getting it done.
The benefit of the CEMMethodtm is that it helps you focus on doing the right thing, not just doing things right. A presentation of the method is available here - http://bit.ly/ZWwiD.
To see who uses this customer centric Outside-In approach, click here.