ebizQ eGuide: Combining BPM and CRM for a better customer experience

More and more companies are successfully using BPM for customer relationship management (CRM).

By applying BPM tools and methodologies to customer-facing processes, organizations are finding they can dramatically improve the customer experience. But reaping the greatest benefit involves minimizing risks and sidestepping potential pitfalls.

This growing collection of articles offers insight into how companies can best combine BPM and CRM to boost productivity, cut costs and, ultimately, build better customer relationships.

*BPM's starring role on the customer-satisfaction stage
In Part I of this two-part Q & A on BPM for CRM, ebizQ Contributing Editor Peter Schooff speaks with analyst Neil Ward-Dutton about BPM's emerging role in improving customer experiences.

*BPM and CRM: Real-life success; pitfalls to avoid
In Part II of the Q & A, Neil Ward-Dutton shares examples of a company successfully using BPM for CRM, and offers advice on avoiding common stumbling blocks.

*Add BPM to CRM to improve customer service, strengthen loyalty and boost profits
In this feature, ebizQ contributor Crystal Bedell explains why a successful BPM/CRM initiative requires a new mindset that many companies may find challenging.

*BPM and CRM: Two technologies learning to play well together
Here, ebizQ contributor Lynn Haber gives an expert overview of how BPM can optimize the customer experience.

*Better together: BPM and CRM
In this feature, Lynn Haber reports on the emerging trend of enhancing CRM with BPM technology and practices.

READER FEEDBACK: Have you used BPM to enhance your CRM initiatives? If so, ebizQ editors would like to hear about your experience. Contact Site Editor Anne Stuart at editor@ebizq.net.



About the Author

Stephanie Mann is the former assistant editor for ebizQ and its sister TechTarget site, SearchSOA. Before joining TechTarget, Stephanie was a contributing reporter and proofreader for a Boston-area weekly newspaper and an editorial intern at a Cambridge, Mass.-based publishing company. She has also worked for several nonprofits and as a freelance editor.

More by Stephanie Mann, Assistant Site Editor, ebizQ