Target Departments Carefully
The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
Target Departments Carefully for BPI
IT units are a frequent target of BPI initiatives, but many other departments have greater success rates. Sales and service organizations, for example, should get more attention than they do; they show high change and success rates in comparison with other departments that take part in BPI more frequently. And during downturns, these departments often have received more business-process attention. In general, IT management processes tend to be among the earliest to be improved; sales, marketing and finance come later, when BPI investment is decreasing.
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