The world is not enough: customer centricity and processes
Van den Bergh, Joachim Thijs, Sara Isik, Öykü Viaene, Stijn
Van den Bergh, Joachim
Thijs, Sara
Isik, Öykü
Viaene, Stijn
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Publication Type
Journal article
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Supervisor
Publication Year
2012
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BPtrends
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June
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Abstract
In an age of servitization, increasing customer power and economic turbulence, customer centricity is back for prime time business visibility. And maybe it was never gone in the first place, temporarily forced to the background, only to come out stronger and bigger. Customer centricity is no longer a buzz word for marketers; it has become part of the ABC of strategists, executives and operational managers as well. Yet the term needs demystification since neither in practice nor theory consensus exists on its meaning and its operationalization. Enter Business Process Management (BPM); a management discipline with an explicit aim to manage and optimize business processes to increase customer value.
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Operations & Supply Chain Management