Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives (CROSBI ID 271043)
Prilog u časopisu | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Pavlić , Dino ; Ćukušić, Maja
engleski
Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives
Both in theory and practice, a lack of a formulated structure to facilitate integrated modeling and analysis of internal business processes and customer experiences external to the organization has been identified by many authors. Tackling this issue, a convergent approach aligning Business Process Management (BPM) and Customer eXperience Management (CXM) initiatives, is proposed in the paper, along with a full set of top-down BPM-CXM models varying in the level of detail. To validate the proposed models, a focus group study with experts in BPM and CXM domains was organized, and the findings are reported and further operationalized using a tool widely used in the EMEA region.
Focus group ; BPM ; CXM ; Customer journey
nije evidentirano
nije evidentirano
nije evidentirano
nije evidentirano
nije evidentirano
nije evidentirano
Podaci o izdanju
369
2019.
151-166
objavljeno
1865-1348
10.1007/978-3-030-35151-9_10
Povezanost rada
Ekonomija, Informacijske i komunikacijske znanosti