Yes the evolution brought about by Customer Expectation Management (CEM) and Successful Customer Outcomes is well and truly underway. We have talked before about banks giving free money, airlines providing seats at no charge and PC suppliers handing kit to charities at no cost. These emergent strategies have now been articulated in an excellent book (FREE of course) - see the links below.

More so respected magazines such as WIRED are creating waves as they too present reasons and evidence of what the FREE business models implies for all of us, consumers, businesses and society in general. There are a range of books feeding this fire now and we provide several links that you may wish to pursue.

How could your company start giving away its products and services? What would your processes look like if your business started giving away its core product for free? (more…)

Steve Towers has issued his regular newsletter and you can access
the online version from here

This release see Five slideshows -

Virgin on CEM | Developing the BPM Skillset | Bridging the Business IT divide | How to Succeed with BPM | Building the BPM Balanced Scorecard

Three Articles and Two CaseStudies, and a New Video, featuring an introduction to CEMM. This recorded live in Saudi Arabia earlier this month, And of course there’s the usual cut and thrust with a Partner Update and Training News.
Go and enjoy it from here