why an organization should focus on “business processes” - Help.com

These are places where it is much more realistic for a company to actually achieve a competitive advantage. Other competitive advantages are gained by having all the resources or having an extremely huge user base. Obtaining these for most companies are often unrealistic, the best they can hope for is to change up their business processes to make them more efficient. This will given them a cost advantage over competitors either giving them high margins or making them a price competitor. However competitors will most likely figure out how you are producing your output so cheep or efficiently and will eventually mimic it, making this a process that has to be constantly optimized (check out business process re-engineering for more info). I’m not sure what you mean by customer processing (value to the customer), it could mean alot of things like including all the right features on the product or it could mean the value customers gain from externalities your product provides. Either way the goal is to build loyalty because it is more expensive to steal customers from competitors than to retain the ones you have and loyal customers are also much more likely to refer people in their social networks to your product, lowering your customer acquisition rates. This create huge network externalities for your product which is a true competitive advantage. Think of the ipod.