As organizations reel from ongoing uncertainty in the euro-zone and contend with emerging threats from low cost countries and innovative digital upstarts, truly knowing and understanding what your customers want can no longer be a "shot in the dark". Customer insight is now business critical.
For years, process professionals have been talking about the importance of customer-centric process design. PEX Network’s 2012 State of the Industry report Business Process Excellence: Trends and Success Factors 2012 found that those companies where improving customer satisfaction was a stated aim, process improvement efforts were more likely to be rated as successful or highly successful.
The trouble is that it’s one thing to be focused on improving customer satisfaction and it’s another to actually do it well.
This PEX Network report, based on a survey of over 800 process professionals, aims to build a better picture of how companies are listening to and translating customer feedback to drive process improvement activities.
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