Trends Report

Use A Customer-Centric Metrics Framework To Drive BPM Excellence

March 8th, 2016
With contributors:
Alex Cullen , Clay Richardson , Shaun McGovern , Peter Harrison


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.

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