Sources of Information for Advanced BPM aka Outside-In - CX Obsession

If you wish to read and listen more on these themes the following references are useful.
Join the community discussing these issues, challenges and opportunities.

Community and social networking	Networking	http://bit.ly/I0tvw
Customer Capitalization – Roger Martin, Dean of Faculty, Rottman Business School	Article	HBReview, Feb 2010
Don’t give customers what they think they want Steve Towers	Article	http://bit.ly/3xUIn4
Evolution of Approaches BP Group	Research	http://bit.ly/Fw5Kv
Outside-In Interview with Blog Radio	Podcast	Outside-In (15 mins)
The Best Performing companies Millward Optimoor	Research	http://bit.ly/uAyVW