ABSTRACT
Taking a customer-centric approach to process design is considered by many to be sacrosanct. Even though there is this huge emphasis on customer-centric service, many BPM and business teams do not understand that there is a clear difference between the delivery of customer "service" and an outcome of the customer being "satisfied". It is also important to note that the line between customers and employees is blurring, especially with the rise of social media. Customers have much more access to all the processes of an organization—not just traditional customer care, but also customer data. Without customers there is no business and therefore no employees. Without employees there is no business or customers because customers receive no service, resulting in no employees. The balancing of customer-centric and employee-centric views provides a powerful combination. Customers and people are the Ying and the Yang of business.
