Customer-facing processes are a challenge to manage because they are dynamic. Conventional workflow automation and standalone business process management technologies lack the critical components which come from CRM--the building blocks of customer-facing processes. They also lack the flexibility, integration and reach required to manage continuous process improvement in a changing environment.

The convergence of customer relationship management (CRM) and business process management (BPM) provides the responsiveness and cost effectiveness to achieve optimal results. With customer process management, businesses can optimize complex processes that reach into CRM and extend across departments, supporting constant change and business agility. This white paper describes the converged approach to BMP selection and deployment and the benefits it brings to customer-oriented process management.