Customer Process Management focusses at customer contact processes and the continuous improvement of internal processes. As a result customer satisfaction, productivity and profit will increase. One of the indicators that will improve is First Time Right ratio.
So CPM reduces the number of errors significantly, by making available all relevant customer data at the point where it mathers most: the moment of customer contact. First Time Right, sounds great doesn't it? But there is more. In a CPM environment predefined procedures and workflow management ensure that a customer is being served before, during and after the moment of contact. Customers really do like that.