In e-business, as never before, customers have truly become the driving force. Customer loyalty is harder to achieve. Alternative solutions are easier for customers to find.
Competition is fiercer than ever.
To succeed in this environment, you have to make customer satisfaction a top priority. You need to view your business through your customers eyes. Processes that impact customers must be optimized for them. Traditionally, business processes have either been optimized for internal efficiencies or allowed to grow organically. In either case, the impact on the customer is frequently the same.