There are many ways that BPM can improve a user's experience. But there are ways that organizations can use business process management software that will also enhance their customers' experiences and in the end, help create a competitive edge against the competition.
Michael Maoz, a vice president and analyst with Gartner, told CIO that far too many companies handle different aspects of the customer experience through stove piped departments without the right BPM technology or structure. He said that, in turn, does nothing to help the customer understand your operation as a whole.
Maoz said BPM can help organizations align their departments to focus on all aspects of customer experience - from loyalty and advocacy to market research and process improvement and even product engineering.
Mobile technology is also helping to expand the scope of BPM by offering applications that enhance the overall customer experience. With the right BPM software in place, companies can offer a range of services that customers can access from their mobile devices.
And the implementation of social media means that companies can keep track of their business processes. A BPM social interface allows end users within an organization to access the information they need to be more efficient and help them gain valuable insight into improving the overall customer experience.
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