Forrester call for domestication of untamed and invisible customer processes

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Published on 29 June 2012 by in Thought Leadership

William Band, the Vice President and Principal Analyst at global research firm Forrester, has called for organisations to embrace new channels in an effort to ‘domesticate’ emerging customer platforms.
Writing on the official Forrester blog, Band commented:

“Companies are moving from isolated business process management (BPM) and/or front-office customer relationship management (CRM) projects toward broader transformation initiatives across the organization. At the core of this trend is a desire by these organizations, especially in services industries, to domesticate their “untamed” or “invisible” processes that touch customers.”

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