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CEM Africa Summit 2015Getting Started on the Outside In Journey –

What is a Successful Customer Outcome?

Ag

en

da

1. Introduction

2. Outside In

3. Questions in an Outside In world – tool 1:

The Outside In Strategic Matrix

4. The Successful Customer Outcome – Tool

2: Successful Customer Outcome Matrix

5. Next Steps on the Outside In Journey

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Welcome

PRACTITIONER

CPP CHAMPION

CPP COACH

PROCESS

MANAGEMENT CONSULTANT

LSS GREEN BELT

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NOT FOR PROFIT ESTABLISHED IN 1992

CLIENTS & 20+ PARTNERS IN 118

COUNTRIES

SPECIALIZING IN RESEARCH, CONSULTANCY AND

TRAINING

GLOBAL CERTIFIED PROCESS PROFESSIONAL

PROGRAM

THE CEMMETHOD® DESIGNED BY THE

BP GROUP

CEMMethod®

The World has changed

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What is Outside In?

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What is Outside In?

21st century philosophy for managing an organisation by putting the customer at the heart of everything we do.This requires a change in mind set which moves away from our Industrial

Age thinking towards a Customer Centric model.

The way you organise work within every department and across the

enterprise MUST change.

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10

The Triple Crown

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REVENUE

COST

SERVICE

Winning the Triple Crown

Questions in an Outside In World

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What Business are you In?

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Where does it Start and End?

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Enquire about a

trip

Navigate to the airport

Wait in Lounge

Baggage transport

Enjoy the trip

Relax in the hotel

Return Home

Enjoy a Coffee

The Customer Experience

Includes the business process

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Looking at the customer experience forces us to

InnovateEnquire about a

trip

Navigate to the airport

Wait in Lounge

Baggage transport

Enjoy the trip

Relax in the hotel

Return Home

Enjoy a Coffee

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“It’s all about the Customer Experience and the Moment of Truth…” - Steve Jobs

What are the Key Customer Interactions?

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What is the Successful Outcome?

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What is the Successful Outcome?

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WHERE DOES THE PROCESS START AND FINISH?

WHAT ARE THE KEY CUSTOMER INTERACTIONS? WHAT IS THE SUCCESSFUL OUTCOME

WHAT BUSINESS ARE YOU IN?

The Starting Point

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NEED

VS

WANT

NEED vs WANT

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Faster horses

If I had asked them what

They wantedthey would have said

- Henry Ford

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What is the Successful Customer

Outcome?

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WHO IS THE CUSTOMER?

CUSTOMER DESCRIPTION

PHRASE

WHAT DO THEY EXPECT?

WHAT DO THEY GET?

WHAT PROCESS DOES THE

CUSTOMER THINK THEY

ARE INVOLVED IN?

WHAT DO WE DETERMINE

FOR THE CUSTOMER?

WHAT ARE THEIR REAL

NEEDS?

SUCCESSFUL CUSTOMER OUTCOME

The Successful Customer Matrix

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The Successful Customer Matrix: Case Study

The CEM Africa Summit – What is the Successful Customer Outcome?

1. Get into teams of 5

2. Based on your experience, complete the SCOM (15 minutes)

3. Elect one person in your team to provide feedback on behalf of your group (1

minute per team)

– What real needs did your team uncover and what is the SCO?

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Next Steps on the Outside In Journey

Identify Customer Need (Successful

Customer Outcome (SCO))

Align everything you do to the SCO

Measure and Reward for

achieving the SCO

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Align processes to Successful Customer Outcomes

Everything must be connected

Align the organizational processes

to the SCO

What you do everyday leads to outputs, which in turn

leads to outcomes – this is how you ultimately achieve

a successful customer outcome

Customers who easily achieve their outcomes when they

interact with you, will be more satisfied and loyal

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Align employee measures and rewards

Everything must be connected

The way in which your employees are measured will drive the desired behavior.

Measure the achievement ofa successful customer outcome rather than internal tasks and activities.

Research has shown that employees who understand their role and purpose in the context of achieving a customer outcome are more motivated and achieve greater results.

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Final Step….Learn More

• Certified Process Professional Programme

• International Accreditation through the BP Group

• Public courses offered at IQ Business in Johannesburg

• Bulk discounts and In House courses can be arranged for 10 or more delegates

Thank You