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For Enterprise Architecture Professionals

TechRadar™: Customer-Centric BPM Technology, Q4 2014

December 22, 2014

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Why Read This Report

The shift to customer centricity has disrupted an aging business process management (BPM) software market with deep roots in the back office and a mixed track record for driving efficiency and worker productivity. Business executives view efficiency improvements as table stakes and now challenge process teams to help grow revenue, which translates into redesigning processes to help their firms win, serve, and retain customers. The question for enterprise architects is whether BPM technologies can deliver on this new value proposition. Over the next decade, BPM will undergo a major transformation, with new technologies pushing BPM into the front office, while some established technologies fade into history. Forrester has selected the 15 technologies that reflect BPM's new value proposition and the next generation of BPM software, which will focus on customer-centric process change.

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Table of Contents

  • The Age Of The Customer Forces A Radical Rethink Of BPM Value
  • Why The Future Of Customer-Centric BPM Matters
  • Overview: TechRadar For Customer-Centric BPM Technology
  • TechRadar: Customer Obsession Drives Growth
  • RECOMMENDATIONS

  • Shift Your BPM Focus To Customer Centricity Now
  • Supplemental Material
  • Related Research Documents