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Process-driven operations help companies meet customer requirements

Ben Farrell
February 14, 2013

Businesses generate value by keeping their customers happy. Improving operations, using resources more effectively and hiring the right personnel can all contribute to corporate growth, butthe customer experience is still the end game for almost any organization. The importance of customer experiences creates an environment in which many corporate leaders focus on the end result of what a good customer interaction looks like. A recent Successful Workplace report said this approach of focusing on the end result tends to ignore the importance of processes, establishing a foundation for inefficiencies and similar problems.

According to the news source, business process management can go a long way toward providing the process innovation needed to ensure thatcustomers are getting the best value possible.

Importance of BPM in customer interaction

Optimizing the customer experience is integral to corporate success. However, doing so depends on being able to understand what consumers are looking for and build their operations around these expectations. Creating a product or interaction that accomplishes this can be taxing on organizational resources, especially if it requires employees to strain themselves on a day-to-day basis. The report said BPM can enable organizations to create the cohesive customer experience needed to generateconsistent revenue opportunities.

BPM can play an important role in customer experience because it establishes a common interface for both internal and external operations, the news source said. Such a process-focused architecturecan position companies to leverage an integrated corporate structure in which data flows freely within an organization and employees can function in a more agile and efficient way. This can establish a foundation for process innovation that enables workers to move past focusing on products or departmental roles and instead be able to align operations with what is best for the customer experience.

Using BPM to improve functionality around the idea of the customer experience is also helpful because BPM is inherently aimed at constant improvement, the report explained.

Considering BPM from a technology perspective

BPM itself offers considerable value for businesses because the management scheme introduces new ways to improve day-to-day operations. Implementing BPM software can take the management gains offered by BPM and make them a more organic part of corporate activities. As a result, BPM software can serve as the catalyst that takes process innovation and maximizes its value within an organization.

Ben Farrell

Director of Corporate Communications