The process is over only when the customer says it is.

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Are your processes bounded by the myopia of the organization? 

For instance Procure to Pay,   Order to Cash, Prospect to Customer and so on? 

If so you are in danger of fixing things and doing things right, rather than identifying what you should be doing and doing the Right things.

  The customer experience is the process. Does that work in your organization? 

The post The process is over only when the customer says it is. first appeared on CX Obsession - for Process & Experience Professionals.

The post The process is over only when the customer says it is. appeared first on CX Obsession - for Process & Experience Professionals.