To remain relevant in today’s shifting technology landscape, many forward-thinking organizations have turned to digital transformation for their business in order to fully leverage all the opportunities available through various digital channels and technologies. By leveraging these advanced digital technologies, organizations are able to not only enhance operational processes to accommodate new customer behavior, but they are also becoming more customer-centric overall. Digital transformation has shot up the priority list for businesses with 77% recognizing it as their first strategic priority.
While the benefits of digital transformation have been realized, the reality is a majority of organizations remain challenged in evolving their organization since it calls for executives to constantly re-invent their business practices and invest in people, technology, systems and processes. Additionally, organizations must create a good digital customer experience, adjust and automate operational processes, as well as adopt and use innovative technology to be successful in fully digitally transforming the business.
There are steps that can be taken to ensure a painless and cost-effective transformation, such as implementing a CRM powered by BPM capabilities. In fact, experts are emphasizing the advantages of combining CRM and BPM technologies by highlighting the importance of incorporating business process management within every step of the customer journey. As a result, the global BPM market is expected to grow at a CAGR of 14.2% from 2016-2021 to reach USD $13.52 Billion by 2021, according to a 2016 Markets and Markets Global Forecast report.
As more businesses turn to CRM with a robust BPM engine under the hood, they gain a clear competitive advantage by empowering their teams with intelligent tools to change processes on the fly, boost their operational efficiency, and deliver exceptional customer experiences through all channels. To dive deeper and learn more about how businesses can transform efficiently, you can check out the roadmap to mastering the digital transformation with CRM powered by BPM technology eBook here.
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