Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.  Seemingly simple ideas are often the most powerful, and the hardest to uncover. In the 20th century, it was Peter Drucker's Management by Objectives. In the 21st century, it's Management by Expectation. Author Terry Schurter reveals the simple, yet powerful, idea of defining your business, not in terms of the goods and services you provide, but in terms of "customer expectations." Schurter explicitly links corporate strategy down into every niche and corner of the enterprise to ensure that your business sets and meets customer expectations --without exception. Providing clear and actionable guidelines, along with examples from FedEx, Virgin Mobile, Best Buy and a budget airline, he explains what companies can do to increase the customer pipeline, convert higher percentages of that pipeline to profitability, and extend the duration of the customer relationship where profitability is at its peak. ______________________________  This must-read book gives us powerful insights about the need to do no more, or less, than meet customer expectations --every time. It has great advice about how easy it can be to do that and become a hyper-competitive business. --Roger Tregear, Leonardo Consulting, Canberra, Australia Simply working harder at existing approaches - even excellent ones - may not be enough to retain demanding customers. As price differentials narrow and product features are quickly copied, business survival requires an unrelenting focus upon identifying and delivering additional and differentiating value for customers. Terry Schurter provides a manifesto for all those who are seeking to inspire a greater focus upon the experience of customers. --Colin Coulson, Thomas, Professor of Direction and Leadership, University of Lincoln. Author, Winning Companies, Winning People

Customer Expectation Management: Success Without Exception

Business & Money

Terry Schurter

Steve Towers

Management & Leadership

Meghan Kiffer Pr

BPM big wins have been limited to a small cadre of process masters... but not anymore. Now everyone is just 7 steps away from process mastery. -------------------------------------------------- 
We ve all heard those stories of BPM success that influenced the bottom line and increased revenues. We've all heard those compelling cases of 50%, 60% even 70+% reductions in process cost with hard ROI payback in 12 months or less. We have heard them and they are very compelling. Yet it seems that for many of us, those kinds of results remain elusive. Why is that? Perhaps it is because no one has taken the time to distill the essence, in simple terms, of just how to achieve such results. And that is what this book is intended to do. 
This book draws out the 7 steps that can help you master your processes, regardless of what mastering means to you. This book is your insiders' guide to making BPM work for you. BPM can make a big difference for almost any business goal. BPM can make a difference with almost any process. Everyone can be successful with BPM. But we also know that process mastery has, to date, remained an unfulfilled promise for far too many organizations. 
Whether you're seeking the insights to consistently achieve goals with BPM, looking to move yourself from moderate success to big wins, or wanting to keep hitting those process home runs, this book is for you.

The Insiders' Guide to BPM: 7 Steps to Process Mastery

Peter Fingar

Meghan-Kiffer Press

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Books by Terry Schurter