Why Read This
Organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the organization and set it on the path toward continuous improvement. They are moving from isolated business process management (BPM) and/or front-office customer relationship management (CRM) projects toward broader transformation initiatives to support the invisible and untamed customer management processes that are critical to delivering an exceptional customer experience. Based on interviews with 24 business and IT professionals, enterprise application solution vendors, and professional services organizations, this report defines four key strategies for effective process-centric customer management and describes more than 30 tactics to make them stick. The most critical? Understand when process solutions can complement CRM and adopt an agile implementation philosophy. Use the self-diagnostic tool to identify your best opportunities for success and foresee the pitfalls to avoid.