Customer process

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A customer process is a business process that can be assigned to a customer . The work processes that the customer does not see are to be distinguished from the work processes that the customer perceives as the provider's work process (visibility line).

Customer processes are all processes of a company that are oriented from the company to the customer and from the customer to the company.

From company to customer:

  • Marketing communications, such as B. commercials, mailings, flyers etc.
  • Written communication with the customer, starting with order confirmations, through monthly statements, to confirmations of termination
  • Personal or telephone contacts, such as B. the speech when entering a shop ("Hello, Mr. Meyer"), or out-bound phone calls

From customer to company:

  • Information requirements, e.g. B. by a reply postcard
  • Orders
  • complaints
  • Visiting a company homepage

Since the customer does not perceive the invisible processes, especially in the service area, as adding value, the corresponding times must be optimized.

The analysis of customer processes also provides important information on internal interfaces and employees involved. The customer processes should be structured according to the goal of "one contact person for the customer". This may require responsibility to be transferred to individual employees.

Examples

In the case of a loan request, for example, the following sub-processes can be distinguished:

  • Entering the branch (visible)
  • Contact at the counter (visible)
  • Consultation (visible)
  • Credit check ( not visible)
  • Questions to the head of department or other employees ( not visible)
  • Acceptance or rejection (visible)