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Pegasystems' Chordiant Buy Not Without Risks March 16, 2010 
Business process management vendor Pegasystems will be acquiring CRM company Chordiant for $161.5 million, or $5 per share. While the deal will clearly provide synergies to both companies, it is also a function of the general consolidation in the CRM and BPM space, Nucleus Research Vice President Rebecca Wettemann told CRM Buyer.
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I See You: Video Collaboration in the Enterprise March 04, 2010 
Videoconferencing systems have existed since the 1960s and since then, these systems have slowly been integrated into the enterprise. The vision of videoconferencing has always been clear in theory, as depictions from "The Jetsons," "Star Wars," "Star Trek," and other science-fiction titles have shown.
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Software AG Brings Social Networking to BPM March 04, 2010 
Software AG has developed a vertical social networking and collaboration platform that for the BPM industry. Now in open beta, ARISalign is built on Amazon's Web Services and equipped with modeling capabilities, as well as virtual versions of tools typically used by process experts, said Matt Durham, VP of market development.
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The Sustainability Decade January 20, 2010 
"Sustainability" has been the key issue capturing my attention this year, so it makes sense to tease apart just what that term means for CRM. To me, sustainability is about business processes that are repeatable and, more to the point, processes that both sides readily engage in.
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Outsourcing the Carbon Accounting Chore January 04, 2010 
Carbon accounting outsourcing could be the next big thing in the $80 billion business process outsourcing industry. Early out of the gate is FirstCarbon, a carbon data management subsidiary of global outsourcing services provider ADEC Solutions. Launched in June 2009, FirstCarbon is touted as the first outsourcing firm to allow companies to hand over their carbon reporting activities to a third party.
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The Next Open Source Revolution: The Democratization of BPM December 04, 2009
After more than 20 years of evangelization by vendors and consultants, many companies are now fully aware of the benefits of business process management and the value of business process management solutions. These benefits include cost reduction, improvement of process quality, creation of better customer experience and higher customer satisfaction, and increased business agility.
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IBM Connect 2009 - Meeting Critical Business Challenges December 01, 2009 
IBM's recent Connect 2009 analyst conference provided fascinating insights into one of the company's most valuable assets -- its software group organization. IBM has long been recognized as a purveyor of enterprise-class computing systems, but during the past decade, the company's global services organization has become its prime driver of revenue and profit.
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What to Do While Waiting for Bilski November 24, 2009 
Interested parties the world over anxiously wait as the U.S. top court prepares its ruling regarding the patentability of business methods. The U.S. Supreme Court recently heard arguments in the matter of Bernard Bilski and Rand Warsaw v. David Kappos in an appeal from the U.S. Court of Appeals for the Federal Circuit, which upheld the United States Patent Office decision last year.
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Health Insurance CRM, Part 2: The BPO Catalyst November 20, 2009 
CRM has lagged in the health insurance industry, but a major transformation is imminent. "There's been a reluctance to make comprehensive investments in technology compared with other sectors," said Gartner analyst Joanne Galimi. "Generally, the firms in the sector have been very tactical, only investing in specific areas -- basically reacting to pain points."
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High Court Hears 'Case of the Century' November 10, 2009 
The Supreme Court on Monday heard arguments in Bilski v. Kappos, a case that has been making its way through the legal system for more than 10 years -- and along the way has morphed into the software industry's worst nightmare. "It's been called 'the case of the century,' and to a large extent I have to agree," said John Squires, an attorney with Chadbourne & Parke.
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The Big Bilski: A Hope for Clarity on Business Method Patents October 20, 2009 
One year ago, the Court of Appeals that handles all appeals of patent cases in the U.S. issued a landmark decision. In re Bilski sent shockwaves through the high-tech legal community. The court held that in order to be patentable, a method must either be "tied to a particular machine," or "transform[ ] a particular article into a different state or thing."
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CRM + BPM: Raising the Customer Experience Bar October 16, 2009
For decades, organizations have been dealing with the challenges of driving more effective customer service. Traditional CRM solutions have focused on presenting consolidated customer information, but they still rely heavily on employees to resolve customer issues. This means that the customer's experience can vary greatly depending on the manual processes and efficiency of the staff at any given organization.
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Making the Cloud Rain Business Productivity October 04, 2009 
As enterprises seek to exploit cloud computing, business leaders are focused on new productivity benefits. Yet the IT folks need to focus on the technology in order to propel those business solutions forward. As enterprises confront cloud computing, they want to know what's going to enable new and potentially revolutionary business outcomes.
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Xerox Buys Its Way Into BPO With $6.4B ACS Deal September 28, 2009 
Xerox said Monday that it will buy Affiliated Computer Services for $6.4 billion in cash and stock. Best known for its copying and printing business, Xerox said the move answers a growing need to better link document management to the processes that produce them -- including finance, human resources, transaction processing and customer support.
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Smarter Planet, Smarter Processes September 17, 2009 
As the systems that run the way we work and live become smarter, the workplace as we know it is undergoing dramatic and dynamic change. The challenge organizations face is embracing the rapid shifts in today's world for their own advantage rather than resisting them.
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Getting Small Firms on Board With BPM August 31, 2009 
The greatest obstacle small business operators face in adopting business process management is themselves. That factor could account for the underutilization of BPM by small businesses -- and the reason BPM vendors have targeted the small business sector as a huge potential market.
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