Pegasystems held PegaWorld in ‘PegOrlando’ this week, and a good show it was. I have always wondered about the difference between CRM (social and otherwise) and BPM, or business process management, so I was happy to attend. Both CRM and BPM deal with the interaction between the vendor and customer, and each is involved in doing the things that make customers come back. Both also use some of the same tools like the Net Promoter Score (NPS) and focus on metrics like customer retention, churn and revenue maximization.
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Where CRM and BPM Meet
Posted by: Denis Pombriant June 13, 2013 05:00 AMPegasystems held PegaWorld in ‘PegOrlando’ this week, and a good show it was. I have always wondered about the difference between CRM (social and otherwise) and BPM, or business process management, so I was happy to attend. Both CRM and BPM deal with the interaction between the vendor and customer, and each is involved in doing the things that make customers come back. Both also use some of the same tools like the Net Promoter Score (NPS) and focus on metrics like customer retention, churn and revenue maximization.