Where is the Customer in your BPM Initiative

The application of Business Process Management (BPM) is known to have multiple benefits that produce a hard return on investment (ROI). Automation, quality, compliance, management, and optimization of activities represented by business processes are the areas most often cited in this regard. Yet the focus of BPM started – and remains – as an “inside-out” perspective, placing hard limits on the benefits BPM can achieve.