User:Jukeboksi/BBA studies/Marketing: Difference between revisions
→Successful Event - Presentation on customer experience management: + definition of w:Business process management
(+ definition of w:Customer feedback management services a crucial component in total overall consumer experience) |
|||
| Line 451: | Line 451: | ||
* '''[[w:Customer experience transformation|Customer experience transformation]]''' (CxT) is a strategy that uses [[w:business process management]] to enhance [[w:customer service|customer service]] experience from any [[w:customer|customer]] [[w:touchpoint|touchpoint]]. ( Wikipedia ) | * '''[[w:Customer experience transformation|Customer experience transformation]]''' (CxT) is a strategy that uses [[w:business process management]] to enhance [[w:customer service|customer service]] experience from any [[w:customer|customer]] [[w:touchpoint|touchpoint]]. ( Wikipedia ) | ||
* '''[[w:Business process management|Business process management]]''' ('''BPM''') is a field in [[w:Operations Management|operations management]] that focuses on improving corporate performance by managing and optimising a company's business processes.<ref name="Panagacos2012">{{cite book|author=Theodore Panagacos|title=The Ultimate Guide to Business Process Management: Everything You Need to Know and How to Apply It to Your Organization|url=http://books.google.com/books?id=AyCQMQEACAAJ|date=25 September 2012|publisher=CreateSpace Independent Publishing Platform|isbn=978-1-4774-8613-9|pages=6–7}}</ref> It can therefore be described as a "[[w:process optimization|process optimization]] process." It is argued that BPM enables organizations to be more efficient, more effective and more capable of change than a functionally focused, traditional hierarchical management approach.<ref>[http://portal.acm.org/citation.cfm?id=1558897.1558901&coll=ACM&dl=ACM&CFID=86325717&CFTOKEN=44883106 Ryan K. L. Ko (2009). A computer scientist's introductory guide to business process management (BPM)], ACM Crossroads 15(4), ACM Press | |||
</ref> These processes can impact the cost and revenue generation of an organization. | |||
* '''[[w:Customer feedback management services|Customer feedback management (CFM) online services]]''' are [[w:web applications|web applications]] that allow businesses to manage user suggestions and complaints in a structured fashion. | * '''[[w:Customer feedback management services|Customer feedback management (CFM) online services]]''' are [[w:web applications|web applications]] that allow businesses to manage user suggestions and complaints in a structured fashion. | ||