• Home Page
• Customer-Centric Strategy
• Customer-Centric Process
• Selecting Technology
• Managing Change

• About HYM
• Clients
• Blog
• Linkedin Group
• Contact HYM

FREE DOWNLOADS

• Outside-In
• Office/Service Process
• Process/Technology Alignment
• CRM/CEM
• O/S Process & HR
• Hyper-Planning White Paper
• Introduction to Visual Workflow (PowerPoint)
• Visual Workflow Sample Maps (PowerPoint)
• Visual Workflow Guidebook V2.0

CRM/CEM ARTICLES

• Are We Smoking Too Much Social Media?
• Redesigning Work for Tough Times (CRM can play a critical role) 
• The Time for Customer Alignment is Here: Is your Company Ready?
• It Takes a Leap of Faith (to become customer-centric) 
• Forget About Lead Cost... Please!
• Just One Touch Over the Line 
• Burn Your Contact Center Budget 

OFFICE/SERVICE PROCESS

• Are Toxic Employees Born or Made By Bad Process?
• Viewing Process Through a Strategic Lens
• Why the Sudden Emphasis on Office (Human) Process?
• Why Does Office Process Have to be Customer-Centric?
• Ten Must Dos for Designing Customer-Centric Process
• If You Have to Cut Customer Staff, Use a Scalpel, Not a Cleaver

O/S PROCESS AND HR

• HR is a Major Player in the Migration to Customer-First Business…or Should Be
• Redesigning Office/Service Process Requires a Cross-Functional Team…
  That Includes HR
• Can You Walk Away From An Opportunity To Safely Reduce Office Staff By 15%?
• Office Layoffs: Process Provides Compliance Protection
• Ready for the Rebound? A Critical Six Point Check-Up

OUTSIDE-IN ARTICLES

• Can Customer-Centricity Cure Runaway Healthcare Costs?
• FREE Outside-In White Paper
• Outside-In Process: The New Route to Customer-Centricity
• Viewing Process Through a Strategic Lens
• Ten Must Dos for Designing Customer-Centric Process

PROCESS/TECHNOLOGY ALIGNMENT ARTICLES

• Aligning Technology with Process
• Presenting Office Process Requirements to IT