Forrester #crmjam hints at possible BPM and CRM marriage

Last night was the Forrester #crmjam on Twitter all about CRM and Social CRM and where it’s all heading. I joined fairly late on but was intrigued to listen in on the conversation and how it was slowly turning towards BPM and Social BPM towards the latter stages.

Are we seeing a convergence in similar methodologies starting to emerge ?

Ashish Bhagwat wrote on his blog an interesting post pointing this out, the blurring of lines between the different practices out there. So where are the lines between CRM and BPM ? And what of Dynamic Case Management to help bridge those adhoc and unstructured processes ?

Both focus on the customer, both look at becoming operationally efficient and creating value. Social CRM and Social BPM seem to offer a convergence point because they are creating a paradigm that can remove silos and boundaries. Indeed, if we ensure that the C in CRM means more than just the buying public but also encompasses the supply chain then BPM can help bridge that gap by aligning processes across organisations, as hinted in my previous blog entry too.

With the Pega/ Chordiant acquisition and Salesforce.com moving into the process oriented world with their Visual Process Design tool will we seem Social Customer Driven Process Management emerge ?

Will ‘Social’ continue to knock down the chinese walls between industries ?

What do you think ?

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2 responses to “Forrester #crmjam hints at possible BPM and CRM marriage

  1. It is inevitable that the businesses increasingly look at re-engineering their business processes around the customers’ buying process instead of the organization’s selling processes. Add to that the complexity of ad hoc processes that would be needed in order to cater to the increasing focus on customer experience. And on top of it all, Social Business (the ultimate goal of where Social CRM wants to be), means getting in the communities, your employees, partners, etc. into the game. Your traditional CRM systems are not flexible enough to incorporate these aspects. The lines are indeed getting blurred. 🙂 Off topic: IIRC, Pega was called a CRM back in 2000/2001, no? Full circle. 😀

  2. Good point. I also posted on my blog similar point, not necessarily a response, but in alignment. Only that I’ve gone to a little tangent, call it tangential alignment (is that a term, posible?) :)!

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