Gartner Research

Seven Steps to Customer Process Re-Engineering

Published: 01 July 2009

ID: G00169157

Analyst(s): Ed Thompson


Customer process re-engineering differs from most business process improvement programs by having improved customer relationships rather than improved efficiency as the primary objective. Customer input is the key to success.

Table Of Contents
  • Overview
  • Seven Steps for Customer Process Re-Engineering
    • Step 1: Audit and Map Processes That Affect Customers
    • Step 2. Identify the Key Processes That Your Customers Value Most
    • Step 3. Prioritize the Customer-Selected Processes by the Impact They Have on Your CRM Strategy Goals
    • Step 4. Give Each Key Process Steward a Cross-Departmental Steward, If Required
    • Step 5. Implement Changes in Front Office, Back Office and Processes That Affect Suppliers and Partners
    • Step 6. Set Up Metrics for the Customer-Selected Key Processes
    • Step 7. Gather Customer Feedback and Refine the Process Changes for Different Customer Segments

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