Migrating from inside-out to Outside-in - the customer is the boss

Strategy: beyond advertising
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Recent Conference Presentations

BPM - developing the Internal Skillset

BPM - Bridging the Business IT Gap

BPM - How to Succeed

BPM and the Balanced Scorecard

The CEMMethod

Here's the latest overview of the Advanced BPM approach

Cem Method Advanced Bpm
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New Book underway

Participation required...
We are on target for the next book and are now seeking contributions from interested folks who feel capable of answering a range of easy questions related to Moments of Truth, Successful Customer Outcomes and Expectations. If you wish to participate, and of course receive acknowledgement for your contribution, then let me know at groundbreak@ bpgroup.org . I will then explain more ;-)


Previous Books:
2006 - Customer Expectation Management: Success Without Exception

2005 - Thrive!: How to Succeed in the Age of the Customer

2005 - In Search of BPM Excellence

1994 - An Executives Guide to BPR