Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
GET RECOGNIZED.
Let an ISACA® certification
elevate your career.

Register today and save
CRM Systems
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
CRM Booming, Business Process Management Critical Too
CRM Booming, Business Process Management Critical Too

By Jennifer LeClaire
June 19, 2013 8:41PM

    Bookmark and Share
Today's enterprise software tools are more powerful than ever and integrating CRM tools with business process management can help boost sales as well as customer satisfaction. To ensure a positive customer experience and sales success, managers need to guide the business processes that revolve around their CRM tools.
 



(Page 2 of 2)

Where's the Disconnect?

"One thing I have noticed over the years is that the CRM world generally does not tend to know much about BPM. On the other hand, the BPM world has a much better understanding of CRM," Reale said. "The explanation is relatively simple and is akin to the same reason why the stereotypical American is often accused of not knowing much about the rest of the world."

The ignorance may be simply a matter of relative size. BPM is about a third of the CRM market. For that reason, CRM gurus will often be oblivious to their counterparts in the BPM world.

"This is one of the main reasons that focus needs to be brought to this subject, and it is important to highlight the different benefits of both CRM and BPM when it comes to CEM," Reale said. "Otherwise, CEM will always be equated with CRM, thereby resulting in an incomplete and unfulfilling customer experience."

The Real Take-Away

It's important not to get lost in the acronym-laden debate of CRM vs. CEM vs. BPM. The key take-away for sales and service managers, as well as top level execs, is this: While customer relationship management software gives you the tools to stay in touch with your customers and prospects, that's not necessarily enough to ensure success.

Managers also need to consider and guide the business processes that dictate how best to leverage CRM tools. The goal is to ensure that your business processes are customer focused -- with an eye toward optimizing each customer contact and ensuring that the customer experience is positive.

A sales rep can efficiently use CRM software to contact the same prospects over and over, but, is that repeat contact resulting in a sale? By taking a business-process management approach in combination with a customer-experience management approach, managers can help set a course to guide the sales team most effectively.

The big picture is that today's enterprise software tools are more powerful than ever before and integrating CRM tools with business process management can boost sales as well as customer satisfaction.

No doubt, as companies continue to leverage CRM tools, tied in to customer experience management, social marketing, and the huge databases that result, the enterprise software market will continue its strong growth over the next five years, just as the Gartner forecast predicts.

< Previous Page  |  1  |  2

 

Tell Us What You Think
Comment:

Name:

Mike Richardson, managing:

Posted: 2013-07-10 @ 1:35am PT
An excellent article that highlights the importance of incorporating various programmes and technologies into your CRM system to ensure it has a positive impact on your business. What's more, as Jennifer rightly points out, it is no use having a CRM in place that focuses solely on your customers if it doesn't also aid with business process management, which can boost a productivity and efficiency within a business. Maximizer CRM 12 Summer 2013, for example, features more advanced integration with Microsoft Office, Outlook, Gmail, LinkedIn and now, HubSpot all-in-one marketing software to do exactly this. This integration allows businesses to gather more detailed intelligence on prospects, thereby supporting the sales offer and improving the impact of marketing campaigns for more information visit our website www.max.co.uk

Lars Helgeson:

Posted: 2013-07-09 @ 2:30pm PT
This is a great article, and it definitely highlights a need for more integration of these components. A great CRM is always going to be limited because CRM in only just one part of a business. A truly integrated platform is the only way to address the complexities of business.

There are very few companies out there that address this. InfusionSoft and GreenRope are the only integrated platforms on the market, and offer arguably greater value and business process management than any separate software that requires complex customization and API programming.

I think a great followup article would touch on software that comes out of the box with real CRM / CEM / BPM integration built in. Being able to do predictive analytics, workflow management, and lead scoring in a single software platform is a game changer for any size business.

Mike Rodner:

Posted: 2013-06-20 @ 11:22am PT
Great interview, however I am amazed about not mentioning Salesboom.com, which is a lot better than salesforce.com and is known for being functional, efficient while being affordable !



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 CRM Systems
1.   Microsoft Takes CRM to Gov't Cloud
2.   Salesforce1 Adds Mobile Features
3.   Salesforce Partners with Philips
4.   Salesforce1 for Retail for Digital Age
5.   Oracle Buys Micros Systems for $5.3B


advertisement
Microsoft Takes CRM to Gov't Cloud
With Dynamics CRM in early 2015.
Average Rating:
Salesforce Desk.com Aims at Zendesk
Free offer to switch help desk systems.
Average Rating:
Salesforce1 Adds Mobile Features
To access, analyze, act on biz data.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Report: Chinese Hackers Hit U.S. Personnel Networks
Hackers from China broke into the computer networks of the U.S. Office of Personnel Management earlier this year with the intention of accessing the files of tens of thousands of federal employees.
 
Charges: Russian Stole Data from U.S. Restaurants, Zoo
A Russian man arrested on bank fraud and other charges hacked into computers at restaurants in Washington, hundreds of other retail businesses, and even the Phoenix Zoo, authorities say.
 
Another Month, Another IE-Focused Patch Tuesday
Microsoft rolled out 59 vulnerabilities for Internet Explorer in June. But the IE-patching party is not over yet. Redmond published six new security bulletins on Tuesday; two, critical; three, important.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.