Blog Posts Process Management

Business Process or Customer Journey

Blog: BPM from a Business Point of View

Wikipedia describes a business process as a collection of related, structured
activities or 
tasks that produce a specific service or product. It can
often be visualized with a 
flowchart as a sequence of activities with interleaving decision
points with relevance rules based on data in the process.

For years, the focus of business process management was to manage
a collection of related, structured activities or tasks that produce a specific
service or product.  The focus was all
internal. 

In 1994, Mike Bosworth wrote a book called ‘Solution Selling’.  One of the things he talked about was the
customer’s buying process.  As
salespeople, we tried to fit all of our prospects/customers into our selling
process.  Mike said that we should
understand the customer’s buying process and work to their process instead.  As you might imagine, this worked much
better.

It was a different way of looking at processes. 

Today, there is a lot of buzz in the business process management
world about looking at processes from the customer point of view.

A key process in any company is their ‘quote to collect’
process.  The process spans from the time
a price is quoted through the collection of cash.  Notice that this extremely important process
begins with the customer and ends with the customer.

Using Amazon as an example, they have spent a great deal of time
to make sure that they can present to their customer base many purchasing
options.  These options include different
pricing and reviews of the seller.  They
have made it extremely easy to get paid [collect cash] by allowing credit
cards, pay pal, one-click ordering.  They
created Amazon Prime so that provides the customer with 2 day shipping for a
flat annual fee.  They have made it very
easy for their customer base and I have to believe that all of their internal
processes are designed to support these activities.

It has worked for Amazon, maybe it can work for you.  The worst case scenario is that it will make
your customer happy.

Leave a Comment

Get the BPI Web Feed

Using the HTML code below, you can display this Business Process Incubator page content with the current filter and sorting inside your web site for FREE.

Copy/Paste this code in your website html code:

<iframe src="https://www.businessprocessincubator.com/content/business-process-or-customer-journey/?feed=html" frameborder="0" scrolling="auto" width="100%" height="700">

Customizing your BPI Web Feed

You can click on the Get the BPI Web Feed link on any of our page to create the best possible feed for your site. Here are a few tips to customize your BPI Web Feed.

Customizing the Content Filter
On any page, you can add filter criteria using the MORE FILTERS interface:

Customizing the Content Filter

Customizing the Content Sorting
Clicking on the sorting options will also change the way your BPI Web Feed will be ordered on your site:

Get the BPI Web Feed

Some integration examples

BPMN.org

XPDL.org

×