Gartner Press Release about Cost Saving with BPM
A few days ago Gartner issued a press release where they discussed recent analyst feedback stating that BPM (business process management) solutions have helped companies reduce costs by as much as 20% in the first year of use. The article says:
As companies try to find cost optimization opportunities during the economic downturn, business process management (BPM) investments can provide a cost savings of as much as 20 percent within the first year of implementation, according to Gartner, Inc. Analysts have said enterprises can achieve the payback from their BPM implementation within a year.
Gartner defines BPM as "a discipline that optimizes the performance of end-to-end business processes (interdepartmental functions, partners, suppliers and service providers)" and recommends that companies use it wisely. While we agree with this definition, ClickFox sees Customer Experience Analytics (CEA) as a mirror image of BPM from the customer experience perspective. Where BPM is mostly used to streamline internal processes and to confront business challenges and complex business relationships, CEA can help a company visualize and understand the complex interactions it has with its customers. At a recent Gartner event in London, an estimated 70% of attendees were from companies who are in "survival" mode and only 20% said they were using BPM as a catalyst to grow their business. ClickFox CEA is currently being used to generate a competitive advantage for our customers, especially in the current economy where customer retention and brand loyalty are driven by the overall customer experience. Additional information: Click the following link to view a replay of a recent ClickFox webinar featuring Bruce Temkin of Forrester Research titled: "Finding Your Competitive Advantage Using Customer Experience Analytics":
Click the following link to view a replay of a recent ClickFox webinar featuring Elizabeth Herrell of Forrester Research titled: "ClickFox and Forrester Research define Customer Experience Analytics" where we discussed how to reduce service cost while improving customer experience:
