A funny thing happened to HYM on our way to becoming a better and better CRM consultancy. Our internally developed Visual Workflow process approach—expressly designed for non-manufacturing settings—so impressed our clients when applied to CRM-related, front office functions that clients started pulling us into the back office. Gradually, the amount of process improvement work we provided in HR, product design, custom engineering, order-to-cash, warranty management, supply chain management and the like—in addition to sales, marketing and customer service—rapidly grew. Then, hearing about Visual Workflow and its power, clients began engaging us for process improvement initiatives totally detached from CRM. Today, client demand has given HYM two focal points, with one foot in CRM and the other in “pure process”—both, however, within the broader context of helping clients achieve external alignment with customers and internal alignment around customers and employees.

Yes, we do know that business governance principles encourage smaller companies like ours to maintain a single focus. But given the choice of being a demand-driven business or following “good governance” dictates, we’ll follow customer demand every time. And that’s how we arrived in the “pure process” space.

For a more detailed description of HYM’s perspective on process design, please continue on to Process Improvement for Non-Manufacturing Environments. For a detailed description of Visual Workflow, please download our free white paper.

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