TechRadar™: Customer-Centric BPM Technology, Q4 2014

December 22nd, 2014

Clay Richardson

With contributors:

Craig Le Clair , Elizabeth Cullen , Alex Cullen , TJ Keitt , John Rymer , Deepti Datta

Summary

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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.