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BPM investments can have customer-centric implications

Ben Farrell
July 1, 2013

The primary benefits of a BPM software investment areinternal. The technology connects IT systems, people and processes to optimize operations throughout an entire company. While this capability is vital for improving efficiency and employee productivity, the benefits of business process management do not end in the office. Instead, the process gains offered by BPM can extend out to customers by enabling organizations to adopt cultural changes that guide them into the future. This ability to use BPM to foster change is particularly clear, as many companies take a customer-centric approach to getting the job done.

BPM and the customer-centric enterprise

For many companies, the idea of shifting operations to focus on the customer is an evolution of many long-held business ideals. In theory, the customer has always been the critical central point for most corporations. After all, there is no need for a service provider, solution vendor or product manufacturer without a customer to take advantage of whatever a company is offering. However, many organizations, though caring about customers, have traditionally functioned in a way that focuses on meeting internal operational needs first and adapting what they offer consumers effectively.

A truly customer-centric organizations adjusts every phase of operations with the end product that the customer sees in mind. This represents a major cultural shift for many businesses, and cultural changes can be difficult to handle.One key challenge with achange rooted in culture is the need to adjust worker routines. If companies ask employees to think differently, respond in new ways and handle operations with the customer in mind, processes should be adjusted accordingly. Business process methodologies can establish the foundation for this kind of growth, while BPM software can set the technological foundation to turn managerial ideas into an operational reality.

Using BPM software to drive cultural change

Collaboration is a vital component of any strategy to adjust how employees work. Enabling people to communicate more effectively, share projects more intuitively and use technology efficiently can give managers the foundation they need to make workers confident in what they are being asked to do. Cultural changes in an organization can be threatening, but engaged employees are often well positioned to adapt. Deploying BPM software as an engagement tool that connects processes across the organization and empowers workers to manage themselves effectively can encourage them to adapt to cultural shifts.

Ben Farrell

Director of Corporate Communications

Ben Farrell