I’ve been looking at process as the next big thing in CRM for a while. As we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate. Also, the plethora of new and emerging technologies anticipates this reality. The only way to make sense of it is to imagine all of it working together to support automated processes rather than transactions.
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The Process/Platform Revolution
Posted by: Denis Pombriant July 22, 2015 05:42 PMI’ve been looking at process as the next big thing in CRM for a while. As we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate. Also, the plethora of new and emerging technologies anticipates this reality. The only way to make sense of it is to imagine all of it working together to support automated processes rather than transactions.