Abstract
Although business process management (BPM) and customer experience management (CXM) as strategic approaches aim to fulfill organizational prerequisites for achieving customer satisfaction, and the customer focus has been in the definitions of BPM from its very beginning, related efforts are often not aligned in practice. We posit that the analysis, and consequently, the results would be more successful if a structured, BPM-CXM convergent approach is followed. The paper proposes a convergence model for BPM-CXM and the findings of its initial validation are briefly reported along with considerations for its implementation and the expected benefits.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Temkin, B.D.: Mapping the customer journey. Forrester Res. 3, 1–19 (2010)
Davis, R.: It’s the customer journey that counts. BPTrends Column, pp. 1–5 (2011). https://www.bptrends.com/processes-in-practice-its-the-customer-journey-that-counts/
Van Den Bergh, J., Thijs, S., Viaene, S.: Transforming through processes leading voices on BPM People and Technology. Springer, London (2014). https://doi.org/10.1007/978-3-319-03937-4
Straßer, J.: Aligning Customer Journey Management with Business Process Management. Masters Thesis, University of Amsterdam (2016)
Surbakti, F.P.S.: Customer process management: a systematic literature review. Eng. Manag. Res. 4, 1–8 (2015). https://doi.org/10.5539/emr.v4n2p1
Følstad, A., Kvale, K., Halvorsrud, R.: Customer journeys: involving customers and internal resources in the design and management of services. In: ServdesOrg, pp. 412–417 (2014)
Van Den Bergh, J., Thijs, S., Isik, Ö., Viaene, S.: The world is not enough: customer centricity and processes. Bus Process Trends, pp. 1–7 (2012). https://www.bptrends.com/the-world-is-not-enough/
Hewing, M.: Business process blueprinting: A Method For Customer-Oriented Business Process Modeling. Springer, Berlin (2014). https://doi.org/10.1007/978-3-658-03729-1
Gloppen, J., Lindquister, B., Daae, H.-P.: The customer journey as a tool for business innovation and transformation. In: DeFillippi, R., Rieple, A., Wikström, P. (eds.) International Perspectives on Business Innovation and Disruption in Design, pp. 118–138. Edward Elgar Publishing, Cheltenham (2016)
Rosenbaum, M.S., Otalora, M.L., Contreras Ramírez, G.: How to create a realistic customer journey map. Bus. Horiz. 60(1), 143–150 (2017). https://doi.org/10.1016/j.bushor.2016.09.010
Kumar, V., Smart, P.A., Maddern, H., Maull, R.S.: Alternative perspectives on service quality and customer satisfaction: the role of BPM. Int. J. Serv. Ind. Manag. 19(2), 176–187 (2008). https://doi.org/10.1108/09564230810869720
Johnston, R., Kong, X.: The customer experience: a road map for improvement. Manag. Serv. Qual. Int. J. 21(1), 5–24 (2011). https://doi.org/10.1108/09604521111100225
Schooff, P.: End of the road for end-to-end process transformation. Interview with Clay Richardson. In: BPM Today blog (2016). http://bpm.com/bpm-today/blogs/1136-end-of-the-road-for-end-to-end-process-transformation. Accessed 26 Apr 2019
Vanwersch, R.J.B., et al.: A critical evaluation and framework of business process improvement methods. Bus. Inf. Syst. Eng. 58, 43–53 (2016). https://doi.org/10.1007/s12599-015-0417-x
Moormann, J., Palvolgyi, E.Z.: Customer-centric business modeling: setting a research agenda. In: 15th Conference on Business Informatics, pp. 173–179 (2013). https://doi.org/10.1109/cbi.2013.33
Flint, D.J., Larsson, E., Gammelgaard, B., Mentzer, J.T.: Logistics innovation: a customer value-oriented social process. J. Bus. Logist. 26, 113–147 (2005). https://doi.org/10.1002/j.2158-1592.2005.tb00196.x
Chen, H., Daugherty, P.J., Landry, T.D.: Supply chain process integration: a theoretical framework. J. Bus. Logist. 30, 27–46 (2009). https://doi.org/10.1002/j.2158-1592.2009.tb00110.x
Lee, C.-H., Huang, S.Y., Barnes, F.B., Kao, L.: Business performance and customer relationship management: the effect of IT, organisational contingency and business process on Taiwanese manufacturers. Total Qual. Manag. Bus. Excell. 21, 43–65 (2010). https://doi.org/10.1080/14783360903492595
Ruland, Y.: Customer experience and its potential to extend business process management. Master thesis - UHasselt (2016). http://hdl.handle.net/1942/22258
Dumas, M., La Rosa, M., Mendling, J., Reijers, H.A.: Fundamentals of Business Process Management. Springer, Heidelberg (2018). https://doi.org/10.1007/978-3-662-56509-4
Software AG product website. https://www.softwareag.com/in/products/aris_alfabet/bpa/aris_architect/default.html. Accessed 26 Apr 2019
Acknowledgment
This work is supported by the Croatian Science Foundation [grant number HRZZ-UIP-2017-05-7625].
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Pavlić, D., Ćukušić, M. (2019). Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management. In: Di Ciccio, C., et al. Business Process Management: Blockchain and Central and Eastern Europe Forum. BPM 2019. Lecture Notes in Business Information Processing, vol 361. Springer, Cham. https://doi.org/10.1007/978-3-030-30429-4_24
Download citation
DOI: https://doi.org/10.1007/978-3-030-30429-4_24
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-30428-7
Online ISBN: 978-3-030-30429-4
eBook Packages: Computer ScienceComputer Science (R0)