Gartner Research

Seven Steps to Customer Process Re-engineering

Published: 02 March 2007

ID: G00146276

Analyst(s): Ed Thompson

Summary

Customer process re-engineering differs from most business process improvement programs by having improved customer relationships as the primary objective, rather than improved efficiency. 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 an Owner, a Cross-Departmental Owner, If Required
    • Step 5. Implement Changes in Front Office, Back Office and Processes That Affect Suppliers and Partners
    • Step 6. Set Up a Customer Service-Level Agreement for the Customer-Selected Key Processes
    • Step 7. Measure Success and Refine the Process Changes for Different Customer Segments

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