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Posted by Clay Richardson on March 11, 2014
Over the last 12 years, I've seen – and helped drive – a lot of change in the BPM market. First, I watched BPM move from a heavy focus on integration to a greater focus on collaboration and social interaction. And then, BPM expanded from highly structured and ‘automate-able’ processes to address unstructured, more dynamic business processes. It is safe to say that over the last decade, demand for BPM was driven by key characteristics of the "Information Age" - a relentless drive towards improving the flow and sharing of information across people and systems.
Now, the most compelling business cases powering fresh demand for BPM focus on characteristics of the new age we are moving into - what Forrester calls the "Age Of The Customer." If you look closely at most of today’s BPM initiatives, they tend to hide behind an imaginary firewall that separates what external customers experience and what internal business operations feel they need to be efficient. In this new age, business leaders are waking up to the realization that they can no longer divorce process improvement from the people and systems that touch customers, partners, and customer-facing employees.
In a recent survey, Forrester found that 30% of respondents expect to see a significant increase in demand for BPM to extend critical business processes out to mobile. And another 29% expect a significant increase in using BPM to improve customer-facing business processes. Both of these use cases represent key drivers for process differentiation in the Age Of The Customer. However, through inquiries and client engagements, we see many companies struggling to build strong business cases for BPM that address these new scenarios.
In my recently published report, "Building The Case For Your BPM Initiative", I worked alongside my colleague Derek Miers to provide an updated view on how to build the business case for BPM. In this report we outline best practices and emerging strategies for aligning the business case for BPM with emerging Age Of The Customer imperatives. To build a customer-focused BPM business case, you will need to:
It’s possible to develop an Age of the Customer business case for BPM. But as we found in our research, you can’t do it the old way.
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