Process Performance Management « Business Process Management (BPM)

How to Become a Customer Driven Organisation February 23, 2009

Posted by Ian Louw in BPM Articles, Business Strategy, CRM, Collaboration, IT Strategy, Process Automation ROI, Random BPM & Related Thoughts.
Tags: Business Performance Management, Business Strategy, Improving Customer Experiences, Process Performance Management, ROI
4 comments

I recently wrote a post on a survey about the state of Customer Experiences in the Banking industry. It identified a high proportion of customer dissatisfaction with regards their overall banking experiences.

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Harvard Business Publishing posted an article that I found very interesting in relation to how a business can improve its customer experiences. It is based on the following premise: (more…)

Recent Banking Survey – Missed Opportunity to Improve Customer Experience February 19, 2009

Posted by Ian Louw in Analysis & Research, BPM, CRM.
Tags: BFSI, BPM ROI, Business Performance Management, Business Strategy, Customer Service, Gartner, Increased Revenues, Market Trends, Pegasystems, Process Performance Management
3 comments

The following paragraphs are extracts from a recent survey done by Pegasystems into how the banking industry are not meeting the service expectations of their customers.

…more than half of those questioned feel poorly served or informed by their banks. Yet 78% said it was important or essential that their bank knew and understood the customer as an individual with specific needs.

(more…)