Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management (CROSBI ID 64697)
Prilog u knjizi | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Pavlić, Dino ; Ćukušić, Maja
engleski
Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management
Although business process management (BPM) and customer experience management (CXM) as strategic approaches aim to fulfill organizational prerequisites for achieving customer satisfaction, and the customer focus has been in the definitions of BPM from its very beginning, related efforts are often not aligned in practice. We posit that the analysis, and consequently, the results would be more successful if a structured, BPM-CXM convergent approach is followed. The paper proposes a convergence model for BPM-CXM and the findings of its initial validation are briefly reported along with considerations for its implementation and the expected benefits.
Business process management, Customer experience management, Process analysis, Customer journey, Focus group
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Podaci o prilogu
328-332.
objavljeno
10.1007/978-3-030-30429-4_24
Podaci o knjizi
Business Process Management: Blockchain and Central and Eastern Europe Forum
Di Ciccio, Claudio ; Gabryelczyk, Renata ; García-Bañuelos, Luciano ; Hernaus, Tomislav ; Hull, Rick ; Indihar Štemberger, Mojca ; Kő, Andrea ; Staples, Mark
Cham: Springer
2019.
978-3-030-30428-7
1865-1348