April 7 2015

Many businesses have grown a little too comfortable with the status quo. The days of vendor lock-in via large and cumbersome ERP implementations are becoming a thing of the past while new and disruptive technologies continue to support upstart competitors at increasingly rapid paces. The shift to a more modular approach to technology and the consumerization of the IT function are creating a need to manage the various modules. 

Therefore, it’s time to stop thinking about BPM in the same way it’s been thought of for the past 15 years. BPM shows more promise than ever before when it comes to business optimization through improving the customer experience. Internal and external customers are becoming more frustrated with legacy systems and are expecting a consistent experience across their different systems and different devices. Now BPM isn’t just a nice to have—it’s a must have.

In order to effectively manage the experience customers have with your processes (and hence the perception they have of your business), it’s of paramount importance to move away from siloed approaches to managing processes to integrated approaches that incorporate BPM and customer-focused technologies like customer relationship management (CRM).

Learn more about BPM and the customer experience on Oracle’s BPM Blog in Customer Experience and BPM—From Efficiency to Engagement and get tips in CIO Magazine’s article How to Use BPM to Improve Customer Experience. Then read Business Optimization: BPM and the Customer Experience in our recent newsletter.

About the Author

Brandon Dean

Brandon Dean is Executive Vice President for AVIO and focuses his time on building client relationships and directing sales, marketing, and strategy initiatives for AVIO. Prior to joining AVIO in 2008, Brandon spent time in various positions at Oracle, BEA Systems, and Fuego where he built a reputation as a thought leader in BPM strategy and implementation advisory services. 

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