The Practical Innovator's Guide to Customer-Centric Growth

The Practical Innovator's Guide to Customer-Centric Growth

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The Practical Innovator's Guide to Customer-Centric Growth
The Practical Innovator's Guide to Customer-Centric Growth
Let the Customer Drive Your Business with “Lean CRM”

Let the Customer Drive Your Business with “Lean CRM”

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Mike Boysen
Oct 05, 2011
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The Practical Innovator's Guide to Customer-Centric Growth
The Practical Innovator's Guide to Customer-Centric Growth
Let the Customer Drive Your Business with “Lean CRM”
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Original Post: 7/19/2004
When Michael Hammer wrote his now infamous book, Reengineering the Corporation, his recommendation was to start business process reengineering (BPR) as close to the customer as possible and then work back into the company, cutting costs and headcount as you went. At least that was the theory.

The bitter experience of most companies who tried it was that although it did have a positive impact on efficiency and costs, it had a much bigger negative impact on effectiveness, business adaptability and revenue growth. A study by McKinsey & Company in the late ’90s found that a lack of joined-up business thinking lay behind the 75 percent of BPR programs that destroyed value for the companies that tried it. Today, nobody talks much about BPR.

Many of the reasons why BPR failed are the same ones now shown to be behind CRM’s own similarly high failure rate. But it doesn’t have to be this way.

Toyota goes to Lean CRM
Faced with acute shortages of raw materials after the Secon…

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