South African Journal of Industrial Engineering
versión On-line ISSN 1012-277X
BOTHA, G.J y VAN RENSBURG, A.C.. Proposed business process improvement model with integrated customer experience management. S. Afr. J. Ind. Eng. [online]. 2010, vol.21, n.1, pp. 45-58. ISSN 1012-277X.
In these modern times it is more and more difficult to become and stay competitive in the business environment. Customers have increasingly more products to choose from and more channels through which they can satisfy their needs. In such an environment it is vital to ensure an exceptional customer experience, and to maintain this experience through delivering products and services according to customer needs. This can be achieved by developing a process improvement model that integrates traditional approaches to business process improvement with the concept of customer experience management.