In just about every organization I’ve worked at, or consulted with, I tend to hear this phrase when I ask the question “Why is it done this way?” [More]

The best software in the world cannot magically transform your company. Business Process Management (BPM) is about first understanding the concept, ruthlessly exploring all facets of the processes and working on making them as efficient as possible. [More]

Process excellence, standardization and efficiency is a way to save money. Becoming leaner and more efficient will gain you a competitive edge in this economy. [More]

Many people I talk with are having a problem with the difference between Customer Service and Customer Experience. The perception seems to be that Customer Experience is just a new name for Customer Service. These two are closely related, but they are very different. [More]

Our recent blog on the three elements of a lead generation campaign features a section on the 4C's of which content is the most important. Content strategy must be accomplished through very specific forms of content, not simply through sheer volume. The content must also reflect a strategically laid out marketing plan. [More]

The best customer is an educated customer. [More]

If process improvements are so simple, why does it get ignored by so many business? [More]