In this day an age, revenue is the magic bullet. Gaining and maintaining customers is priority one today. It's not just about price. This means that organizations need to take a good look at their "end to end" processes that support excellent customer experiences. Processes are the welcome mat for your organization. What does yours say? Once customers are in, do you just lock the doors or do you really care about them?
You might enjoy this short video:
http://www.processexcellencenetwork.com/business-process-management-bpm/videos/on-customers-and-sheep-stealing-why-process-lead/
You might also enjoy this emerging case study:
http://jimsinur.blogspot.com/2013/12/telstra-is-aiming-at-wow-factor-by.html
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