Business process management and a lot more.

This post is somewhat more practical and longer then you are used to on this weblog. It starts with a description of business process management and it transforms into a post about customer process managment. As you know, business process management (BPM) is a method to identify, to model, to optimize and to manage the internal processes of an organization. It makes organizations more transparent and measurable in performance. Output elements are the key performance indicators (KPIs) such as average turnaround time, customer satisfaction and the number of complaints.

Customer Process Management? Never heard of it....

Customer Process Management is a new perspective in the way how companies can manage and optimize their customer contact processes. The CPM domain reaches deep into backoffice applications and extend across departments, supporting constant change and business agility.

CPM is the convergence of Customer Relationship Management and Business Process Management. While BPM is a holistic management approach focused on aligning all aspects of an organization with the wants and needs of clients, and CRM is a widely-implemented strategy for managing and nurturing a company’s interactions with customers, clients and sales prospects, CPM is a management strategy focused on optimizing complex customer contact processes.