So many companies have great slogans for customer service. Shame they don’t actually practice them.
"Customer focus", "Voice of the Customer" and other names for customer interaction improvement have become ingrained int...
Emerging mobile technology is literally changing the way we live, writes columnist Dan Morris. This is the first part of a two part column looking at the impact of mobile technology and social media in BPM.
For many of us the focus in increasing efficiency has been on tasks and IT support. The gains have proven the value of this focus. Unfortunately we all overlook a simple problem that saps an organization of vitality and is a serious drain on e...
Many businesses today are hampered by "good enough" thinking and a focus on barebones operations, writes columnist Dan Morris. But as the economy picks up that will soon be no longer enough. Here’s why.
Companies are being sold, merged, and going out of business every day. These are casualties of the current market and an inability to adjust quickly. In this fast changing market, is it time that process professionals refocus their efforts...
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