Trends Report

Use A Customer-Centric Metrics Framework To Drive BPM Excellence

March 8th, 2016
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributors:
Alex Cullen , Clay Richardson , Shaun McGovern , Peter Harrison

Summary

Business process leaders are finding that improving the performance of a BPM program has changed as we've entered the age of the customer. Whereas it used to be enough to focus on productivity and output quality, BPM programs now need to improve the delivery of excellent customer experience while also improving the organization's ability to change in response to market shifts. We propose a BPM metrics framework oriented to the age of the customer and show how the latest BPM and DCM platforms can connect metrics to application development and delivery (AD&D) pros' enterprise performance goals. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.