Topic: Business Process Management (BPM) Solutions

Topic: B2B / BPM: Customer Management / BPM: Financial Services / BPM: Government / BPM: Healthcare & Insurance / BPM: Supply Chain



While business process management (BPM) solutions are used extensively in many industries, they are especially popular in healthcare, insurance, financial services and government, among other fields. BPM solutions are also increasingly used for functions such as customer-relationship management (CRM) and supply-chain management, as well as in business-to-business (B2B) commerce. For more information on BPM in all those areas, see our collection of tips, interviews, feature articles and other resources.

Want to dazzle customers? Business processes are key

In this Q & A, ebizQ's Peter Schooff speaks with Derek Miers and Paul Hagen, both principal analysts at Forrester Research, about improving customer service through business processes. Miers and Hagen discuss three keys to achieving an excellent customer experience, how to design customer-friendly processes—and common mistakes to avoid along the way.


Better together: BPM and CRM

    As ebizQ contributor Crystal Bedell explains in this feature, introducing BPM to customer relationship management can improve the service experience for customers and front-line employees alike.

Read more.

Articles

Want to dazzle customers? Business processes are key
ebizQ eGuide: Combining BPM and CRM for a better customer experience
BPM and CRM: Real-life success; pitfalls to avoid
BPM's starring role on the customer-satisfaction stage
Add BPM to CRM to improve customer service, strengthen loyalty and boost profits
BPM and CRM: Two technologies learning to play well together

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