Amazon says "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. Authors Steve Towers & Terry Schurter reveal 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."

In Search Of BPM Excellence: Straight From The Thought Leaders (2006)
Steve Towers & Peter Fingar (with contributions from 14 other leaders)

Business process innovation is on the minds of executives these days, and for good reason. In the 1990s, companies also had a focus on business processes. They used enterprise-wide networks to tear down walls between functional departments and reengineered their companies to remain competitive. Today, the universal connectivity of the Internet makes it possible to tear down walls between companies to reinvent entire value chains. The result? We are now witnessing a grand globalization of white collar work, outsourcing, offshoring and other new forms of extreme competition. Industry and national boundaries have become a blur. All is changed, and no industry is exempt. Pioneering companies have already disrupted incumbents and come from nowhere to dominate their industries. Their secret sauce? Business process management (BPM). This book brings together some of the best minds to explore the role and value of BPM, and what it portends. In its pages you will find the essential discussions and insights, straight from the thought leaders. In Search of BPM Excellence is for those who want to sustain the success of their businesses in the midst of the current sea of change. Is your company ready for extreme competition?

Thrive!: How to Succeed in the Age of the Customer (2005)
Steve Towers & Mark McGregor

Although many in Western economies are in a state of denial, we are undergoing the greatest reorganization in the business world since the Industrial Revolution. If you somehow haven't noticed it yet, there is a loud and clear wake-up call in the air that can be heard everywhere. It's called globalization, and it's being brought to you by three billion new capitalists from China, India, and the former Soviet Union.

No matter what industry you are in, no matter how successful you are, it's time to get ready for the world as it will be --a world where your customers have new choices from a sea of suppliers from across the globe.

You can no longer be just a seller to your customers, you now must bond with your customers so fully that you and your customers become one. In this eye-opening book, Towers and McGregor guide you in how to make your customers your greatest business asset. And that's exactly what you will need to do to thrive in the age of the fully empowered customer.

A good practical guide through the minefield of BPR
Aimed at those needing a practical AND pragmatic knowledge of Business Process Management. Covering several case studies a number of lessons are developed. These are derived from the authors own experience with Citibank, Nationwide Building Society and various UK, European and US organisations. Steve is the Chairman of the BPMG (Business Process Management Group), established in 1993, a 'not for profit' business club with over 600 global members. The reader will gain a rounded understanding of the pros and cons and be able to implement effective business process improvement with immediate effect.