Business Process Management (BPM)

Business process management (BPM) is a discipline focused on the continuous improvement and transformation of end-to-end cross-functional business processes. Research coverage includes business event management, BPM suites, and BPM methodology.

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: The Business Applications Landscape 2017 To 2020: SaaS Disruption And Vendor Proliferation

    Landscape: The SaaS Transformation Playbook

    November 29, 2017 Paul D. Hamerman, Andrew Bartels

    The landscape of critical process applications ranges from customer-focused business technology (BT) applications to solutions for managing people, finances, operations, and products. As this $167 billion software market evolves, the pace of application replacements will accelerate as aging on-premises software moves to software-as-a-service (SaaS). This landscape report will help application development and delivery (AD&D) pros understand the breadth and proliferation of business process applications and the market's significant technology disruption. This is an update to a previously published report. Forrester regularly updates reports to ensure the data and content remain accurate.

  • For Infrastructure & Operations Professionals

    REPORT: Vendor Landscape: Advanced Automation Service Providers, Q3 2017

    Choose Your Automation Solutions Wisely To Make The Most Of Managed Services Engagements

    October 13, 2017Somak Roy, Bill Martorelli

    Advanced automation in managed services now influences enterprise customers' assessment of prospective service provider partners. Although service providers have built and/or assembled portfolios and solutions, customers should know that advanced automation is still in its early stages. Today's application and automation parts combine to form broader value propositions that address wider use cases. This report analyzes the landscape of vendors providing automation tools to help infrastructure and operations (I&O) leaders navigate the managed services market.

  • For Application Development & Delivery Professionals

    REPORT: Implement Essential Change Management Practices To Improve Digital Experience Delivery

    Continuous Improvement: The Digital Experience Delivery Playbook

    October 11, 2017 Danielle Jessee, Mark Grannan

    So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now, you must create a sustainable digital experience delivery organization that is able to quickly adapt to future conditions in addition to delivering on your needs today. This report helps application development and delivery (AD&D) pros understand how to do this by incorporating a robust change management strategy to support ongoing improvements to digital experience initiatives. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For B2C Marketing Professionals

    REPORT: Upgrade Your Processes To Support Contextual Marketing

    Processes: The Enterprise Marketing Technology Playbook

    September 6, 2017 Joe Stanhope

    Processes are the unsung heroes of managing modern marketing technology and delivering contextual marketing that satisfies demanding customers. Marketers need to evaluate and enhance their processes to maximize quality, efficiency, speed, and resource utilization. This report helps B2C marketers understand how processes are evolving and how to measure and optimize them. This is an update of a previously published report; we review and update it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    August 28, 2017 Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Application development and delivery (AD&D) pros should use Forrester's assessment tool to measure their organization against more than 150 best practices. This framework will help AD&D pros define strategy, gain executive buy-in, build stakeholder consensus, better manage customer service agents, and select the right technologies for loyalty-creating customer experiences. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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