This blog is about Customer Process Management, the new perspective in the Lean Six Sigma philosophy. What is CPM? For the right definition of CPM and to put it in the right context, understanding adjecent domains of BPM, CRM and CIM is needed.
Business Process Management is a holistic management approach focused on aligning all aspects of an organization with the wants and needs of clients. BPM promotes business effectiveness and efficiency while striving for innovation, flexibility, and integration with technology. It attempts to improve processes continuously.
Customer Relationship Management is a widely-implemented strategy for managing and nurturing a company’s interactions with customers, clients and sales prospects. CRM is a specialty within marketing and it principally focuses on sales activities. It involves using technology to organize, automate, and synchronize business processes, such as sales, marketing, customer service, and technical support.
Customer Interaction Management refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organization and its customers. CIM systems handle communication across multiple different channels.
Customer Process Management is the convergence of CRM and BPM. CPM is a management strategy focused on optimizing complex customer contact processes that reach deep into backoffice applications and extend across departments, supporting constant change and business agility.
