Customers, I Hear You! — By Rube Goldberg

Putting your Internal Needs First Puts the Customer Last

One of the most popular terms related to [customer process->business process mapping] I hear today no doubt came out of the mouths of conspiring academics. It’s since been picked up by the many consulting personalities and bloggers I know. What is it? It’s “what kind of information do I have that will let me do something?” Wait a minute, that’s not it. It’s Actionable Insights.

Why is that term so new, or is it? I don’t know. I do know that consultants, thought leaders and academics have this thing about crafting new terms for stuff we’ve been dealing with for thousands of years (or more). I guess if that’s what your passionate about, go for it. I’m just going to use it here because I don’t want to run over my self-imposed word limit. So, now that I’ve got that off my chest, here we go!

Where Are The Actionable Insights?

If you’re paying attention when you visit a client, more often that not, you’re going to run into years of silo b…