- Forrester Councils
- Councils Overview
- log in
Posted by William Band on December 20, 2011
I’ve just finished up several months of research digging into the best practices of how leading organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the organization and set it on the path toward continuous improvement. I found that these companies are moving from isolated business process management (BPM) and/or front-office customer relationship management (CRM) projects toward broader transformation initiatives across the organization. At the core of this trend is a desire by these organizations, especially in services industries, to domesticate their “untamed” or “invisible” processes that touch customers.
My report on the best practices for process-centric CRM will be published soon. A key finding is the growing convergence of data-centric CRM, BPM, and dynamic case management (DCM) solutions. The right mix of these solutions, of course, depends on the use cases you are designing for. For example:
Appian reports an increasing number of customers using its BPM platform to support complex customer service scenarios. Cordys Software provides an open BPM platform for customers to build highly customized solutions for service requests, managing incidents, and, investigations. numero claims to deliver a best-of-breed, enterprise-class, multichannel customer interaction management solution called “numero interactive.” The solution delivers a single agent desktop built on a strong BPM and content management platform.
The NICE SmartCenter unified suite of workforce optimization products and business solutions maximizes the value businesses generate from their communications with customers by helping companies manage interactions across all communication channels and in real time. KANA offers service managers the ability to design and orchestrate service experiences and listen to feedback to continuously improve service in a model-driven environment without any need for coding or changes to source code.
HCL’s customer solutions group (C2SG) practice has a strong focus on customer experience design and uses the Pegasystems framework to develop solutions for clients seeking to create differentiated customer interactions. Customer Effective, a Microsoft Dynamics CRM partner, uses Microsoft CRM platform in combination with core Microsoft tools like SQL Server, Windows Workflow Foundation to address clients’ process management and data integration needs.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »