Customer Process Management is the merger of Business Process Management and Customer Relationship Management and it has led to a step forward in the area of Customer Interaction Management. Understanding that, why should an organization consider CPM?
Processes which follow on customer contacts, like a phone call, usually extend departments and involves several employees. For exemple, a customer calls or sends an email with a question about an invoice and he or she want to pass on a change in address as well. CPM manages these processes in a flexible, effective and efficient way. As a result, the Average Handling Time significantly decreased.
