We shouldn’t be asking customers what they want because they will tell us.

I was recently interviewed by BPMTips.com Zbigniew Misiak.
It was a fun experience as he put me on the spot about a whole range of things including Ducks! Here is an extract and you can access the full interview below (with a useful bonus handout of the SCO Canvas!)

Zbigniew Misiak, Editor BPMTips.com

We shouldn’t be asking customers what they want because they will tell us.

Provocative? Maybe.

Making you think? Surely.

One of the common problems with processes is focusing on the wrong things.

We model processes that do not need to be modeled or in a way that does not create value.

We improve things in processes that customers do not care about.

But how are we supposed to know what should we focus on? Of course, experience helps, but what if you did not spend last 35 years doing BPM and Customer Experience projects?

No worries – you can listen to the BPM Tips interview with Steve Towers and benefit from the decades of his experience.

Steve tells about the difference between what customer wants and needs, and shares lots of actionable tips for anyone interested in processes, so grab a pen and notebook and listen to the interview:




PS. Steve was so kind to provide a PDF template for defining Successful Customer Outcomes as a bonus for the listeners.

You can download it directly from here:

Copyright © 2016 BPM Tips, All rights reserved.

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Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Voice of Customer (doh)

Business Process Management – what is it?

Moments of Truth – what are they?

Breakpoints and Business Rules?

Successful Customer Outcomes (SCO’s) http://youtu.be/u4keI_kmdxM 

Voice of Customer? http://youtu.be/bTbHrxi1Vq4  

Latest CPP program – Levels 1-8

Linked In (Over 10,000 members now)  BP Group overall 85,000
Certified Process Professionals 25,000+

BPGroup Update Number 3 – 2013 Milestone | Conferences | Top Articles | Video Downloads | Annual Webinar Update

BIG milestone this week – passed 10,000 members on LinkedIn.
That plus the other 75,000 non linked in moves us onward towards 100K 🙂 Well done everyone and power to your elbows!

CPP Masters & Champions in London
this week with James Dodkins

PLUS 18 Certified Process Professional sessions in Pune, Kolkata, Bangalore, Dubai, Moscow, Delhi, Hyderabad, London, Toronto, Vancouver, Brisbane, Lagos, Sydney, San Francisco, Chicago, New York and Atlanta in the next 8 weeks http://www.bpmrus.com

with been there and done it Lead Coaches Dr. Samir Asaf, Laxman M, Jennifer van Wyk, James Dodkins, Steve Towers, Alex Nevski and Maxx Kochar

Excellent South Africa IT Web CPP workshop
with Jennifer van Wyk last week – contact Jen for the download http://www.bpgroup.org/jennifer.html

Annual CPP Refresher webinar
with Steve Towers

Video overviews
(download and circulate freely) of:
Business Process Management

Moments of Truth


Successful Customer Outcomes


Voice of Customerhttps://www.youtube.com/watch?v=bTbHrxi1Vq4
BPM Certifcation on Apple and Android

And the top articles on Linked In
From:  Jackie Messersmith, Ryan Lopez, Veronica Araujo, Dr. Mohan K. Bavirisetty, MS, MBA, Ph.D., Reint Jan Holterman, Brad Power and more…..

Have a fantastic month!!