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How capable is BPM at handling customer relationship management?
There have been some discussions recently about how BPM or case management is better able to handle customer relationship management, so in your opinion, how capable is BPM at customer service management?...
Replies: 8
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Jan 24, 2012

A great example of what BPM can do would be Carphone Warehouse in Europe. Their customer service reps are managing individual calls through a system that has identical data served up for selling products and accounting for sales. Only when there is a single source of process truth that can be represented can customer service be responsive. Individual cases, where the flexibility and differentiation occur, can be managed easily once everyone is on the same page in the overall process.

Another great way to manage customer relationships is again at Carphone Warehouse. They've created a 'stack' of BPM processes that support each of their Net Promotor Score metrics. If the statement is, "I trust the CPW brand," they've created a visual depiction of the underling processes that support that statement. If a customer calls in with a problem that impacts credibility (trusting the brand), they can find the places in that stack where processes need to be analyzed and potentially changed to better support the goal of customer trust.

I don't believe this would be something easily done in case management, but I'm open to hear other opinions.

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