Enterprise Apps Today recently published an article discussing why it makes sense to take a process-centric approach to CRM. In a nutshell, companies hope business process management software can help tame some of their complex customer-facing processes and also automate – or at least standardize – their routine processes so employees can devote more of their time to the interactions that require human intervention.
Yet BPM initiatives are often "fraught with challenges due to the scale and breadth of skills, attributes and tools needed to be successful," according to Gartner. Challenges encompass organizational change, measurement systems, communications, business analysis, improvement methodologies and vendor selection. Gartner analysts have identified BPM pitfalls to avoid, five of which are featured in a slideshow on sister site IT Business Edge.
View the complete slideshow Five Business Process Management Pitfalls to Avoid