Active Journal of Business Process Management

CRM Software Integration into BPM Solutions

Finally, the ambiguity surrounding the metrics of customer profitability can be swept away by the integration of customer relationship management (CRM) with business process management software and solutions. Now, unlike ever before, business leaders can see their customer base with unified clarity, rather than as a fragmented set of individual and unpredictable relationships.

All it takes is the right CRM software to be fed into the new BPM software that is reshaping the enterprises of today as we speak. Customer Relationship Management can now be seen as an active process that is part of the whole set of subsystems that define Business Process Management software solutions.

In addition to developing clarity of vision through the integration of CRM software into that of BPM, companies are now able to actually leverage solutions and increase productivity on a per-customer basis through advanced modeling of the integrated workflow throughout an enterprise.

An example of this can be seen when a particular customer is suddenly?and through the use of CRM software?seen to have a much higher spending power and/or demand for a company’s goods or services than previously imagined. When integrated into the entire throughput of an enterprises workflow system, this demand can be effectively reached as the business processes then effective respond to the demand. In this way productivity and profits are simultaneously increased while the customer relations are effectively managed.

Indeed, it can be seen through this and many other examples it is only in the successful integration of CRM software into BPM software that workflow can be better harnessed in order to achieve measurable results.

Yet not only does this integration increase productivity and satisfy a broad base of customers throughout a wide range of industries, it also has proven itself to be highly effective for companies in the development of strategy. As one executive recently put it, “CRM integration lets us know which products work, and which products don’t work.”

Indeed, the integration of CRM technology into BPM has allowed countless companies to get a better grasp on which products their customers are actually responding to, and which ones are not so successful. While this was previously quite difficult to determine through the use of fragmented process software, effectively integrating CRM software into BPM solutions now provides optimal strategizing for more targeted production and increased profitability across the board.