These skills are required of those who work in a customer-oriented organization, as they help people become better advocates of change and improvement in a customer's enterprise.

However, few it professionals quantify and track the business benefit derived by their company's application and service-oriented improvement initiatives (such as SOA, SDLC, and BPM).

For mending the old methods, the customer value oriented business process improvement method (CVO - BPI) is put forward.