Customer Centricity, BPM & Outside-In

4-5th April 2011,
The Brewery, London, UK

Steve Towers
CEO & Founder

steve.towers@bpgroup.org

CUSTOMER CENTRICITY & PERFORMANCE:
Outside-In: Revolutionary Customer Thinking Strategies For The Next Generation Of Business Process Management
BPGroup 18th Annual Conference - April 2011 © BPGroup – All Rights Reserved

Using a Knife and Fork to Cut my Lawn?


The mistake of industrial age thinking..
in a Facebook era


A Global The Why should
tipping point Implications you care?


A Global
tipping point


IN
OUTSIDE

Examples

We have inherited an industrial legacy in thought and
action...


What shape are you in?


Our organisations all look the same...

CEO
Marketing Sales Customer Operations Finance
Service


Processes wend and meander their way around these
rigid structures...

CEO
Service


And hey ho – we nearly forgot the customer!
Now where do they go?

CEO
Service


However...


The Always onhas all happenedthe 21st century -
The Always on World – It World of in the last 13 years!
Mapping the Growth of the Internet
1998


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.
BPGroup 18th Annual Conference - April 2011 Source: Fanzine
© BPGroup – All Rights Reserved

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

Source: BigStock

Rebellion – Groundswell:
Customers – we don’t
take **it anymore

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

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

Everything has changed?

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

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


Acknowledgement..

www.cemmethod.com
EXECUTE
REVIEW

ASSESSMENT

DISCOVERY

Outside-In Strategic Matrix (OI-SM) – with acknowledgement -
Work will never be the same again…What immediate questions can we ask ourselves?
NAME:___________________________________
Where does your process What is the Successful Customer
start and finish? Outcome?

What are the Key Moments What business are you (REALLY) in?
of Truth in this Process?


Creating SCO’s is a
logical imperative
– with acknowledgement -

The
Process
Performance
Landscape®

Why should
you care?


It is the end of our beginnings

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
Dee Hock, Founder & CEO--Visa
ever experienced.
Ahead, the possibility of the regeneration of
relationships, liberty, community, and ethics such
as the world has never known, and a harmony
A Global with nature, with one another, and with the divine
tipping point intelligence such as the world has never dreamed.

Steve Towers
CEO & Founder

steve.towers@bpgroup.org

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

Customer Centricity, BPM & Outside-In

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