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Inhaltsangabe: Delivering the Customer-Centric Organization


Customer-centric organizations are concerned about shrinking volumes of business, stiffer competition and ever more demanding consumer expectations which have increased pressure on the bottom line.

The ability to successfully manage the customer value chain across the life cycle of a customer is the key to the survival of any company today. Business processes must react to changing and diverse customer needs and interactions to ensure efficient and effective outcomes.

This important book looks at the shifting nature of consumers and the workplace, and how BPM and associated emergent technologies will play a part in shaping the companies of the future.

BPM s promises are real, but the path to success is littered with pitfalls and shortcuts to failure. Best practices can help you avoid them. If you are just embarking on using its methods and tools, these authors have a wealth of experience to learn from and build on.

Whether you are a business manager or an Information Technology practitioner, this special collection will provide valuable information about what BPM can do for you and how to apply it.

Section 1: White Papers: Customer-Centricity and Innovation


~ BPM, Social Technology, Collaboration and the Workplace of the Future

~ Customer Experience Transformation A Framework to Achieve Measurable Results

~ Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes

~ Financial Crisis Front Line: SNS Bank

~ Intelligent, Automated Processes: Embedding Analytics in Decisions

~ Predictive BPM

~ Staying Ahead of the Curve with Decision-Centric Business Intelligence

~ Transform Business Processes Through Business Analytics

Section 2: Case Studies: Delivering the Customer-Centric Organization


~ Abu Dhabi Commercial Bank

~ Achievement Awards Group (Pty) Ltd.

~ BAA Heathrow

~ Lincoln Trust Company

~ Los Angeles County Department of Public Social Services (DPSS)

~ Nokia Siemens Networks

~ Swisscard AECS

~ United Parcel Service (UPS)

~ UVIT Financial Services

Inhaltsangabe: Customer-centric organizations are concerned about shrinking volumes of business, stiffer competition and ever-more demanding consumer expectations which have increased pressure on the bottom line.

The ability to successfully manage the customer value chain across the life cycle of a customer is the key to the survival of any company today. Business processes must react to changing and diverse customer needs and interactions to ensure efficient and effective outcomes.

This important book looks at the shifting nature of consumers and the workplace, and how BPM and associated emergent technologies will play a part in shaping the companies of the future.

BPM?s promises are real, but the path to success is littered with pitfalls and shortcuts to failure. Best practices can help you avoid them. If you are just embarking on using its methods and tools, these authors have a wealth of experience to learn from and build on.

Whether you are a business manager or an Information Technology practitioner, this special collection will provide valuable information about what BPM can do for you?and how to apply it.

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