From business process management to customer process management
Keywords:
Customer orientation;
Business process management;
Servitization;
Customer centricity;
Service blueprint.
Author(s):
Peter Trkman (University of Ljubljana, Faculty of Economics), Willem Mertens, Stijn Viaene (both Vlerick Business School & KU Leuven), Paul Gemmel (Ghent University).
Abstract:
Purpose
The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers’ processes and when necessary change not only the interactions with but also the processes of their customers. A method is presented that allows doing this in a systematic manner.
Journal:
Indexing:
ABS 2, Scopus
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