Executive Briefings

CRM Minus BPM Does Not Add Up to Success

Customer relationship management is "customer-facing," but without the right back-end processes to support it, even the best CRM strategy won't work. For this reason, business process management is taking a greater role in CRM. By aligning CRM strategy and BPM initiatives with an emphasis on customer processes, companies can deliver better customer value.

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Customer relationship management is "customer-facing," but without the right back-end processes to support it, even the best CRM strategy won't work. For this reason, business process management is taking a greater role in CRM. By aligning CRM strategy and BPM initiatives with an emphasis on customer processes, companies can deliver better customer value.

Read Full Article