Summary
Historically, the business justifications for business process management (BPM) focused on improving business operations; now, the focus has shifted to improving customer engagement across digital channels. In this new frame, business process leaders will need to directly link BPM to customer-facing systems of engagement. This report provides guidance on developing revenue- and customer-focused business cases for BPM initiatives.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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