Forrester

Why Read This Report

As business process management (BPM) adoption continues to spread, more business process professionals are tapping social techniques to extend the reach and impact of their process improvement efforts beyond traditional boundaries. During process design, teams leverage social tools to more easily engage stakeholders in process discovery and definition, including frontline workers, customers, and partners. For process development, some process pros turn to social and Web 2.0 tools by using BPM software-as-a-service (SaaS) offerings. And during process execution, teams leverage social to support dynamic business processes. Process pros must evaluate the potential impact of social to their BPM program and develop a game plan to incorporate social techniques that accelerate time-to-value and improve business and customer engagement.