Customer-facing processes are dynamic and as a result, make them a challenge to manage. Conventional workflow automation and standalone business process management technologies lack the critical components of customer relationship management (CRM) and the flexibility, integration and reach that are necessary to manage continuous process improvement in an ever-changing environment.


In a recently-published whitepaper, "Customer Process Management: The Real-time Enterprise Depends on the Merging of CRM and BPM," ONYX examines how the convergence of CRM and business process management (BPM) provides the responsiveness, cost effectiveness and manageability needed to drive optimal performance.

The whitepaper goes into great detail to explain why automating processes alone falls short. It also examines why these shortcomings limit growth for the organization. While automation can eliminate bottlenecks caused by human involvement, customer-facing processes demand more than just faster completion.

ONYX suggests that the organization must go beyond mere automation or conventional BPM to instead focus on a true customer-oriented process management system. Such a system can provide the flexibility to enable the responsive evolution of processes, improve visibility with cross-departmental reach, and strengthen customer relationships with integration.

A converged implementation of BPM increases the effectiveness of revenue-generating processes enterprise-wide, according to ONYX. Such a move enables a company to adapt and improve its service to meet changing consumer demand. As proof, this whitepaper also provides two case studies where a converged BPM solution delivered as promised.

While every solution does not fit every company, it is hard to argue with the benefits that converged BPM can offer as presented by ONYX. Check out this whitepaper to get the full story.

Want to learn more about CRM and BPM? Then be sure to check out TMCnet’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.