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Featuring Forrester Research
The Rise of the Citizen Developer
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Does your BPM solution help you get, serve and keep customers? In today’s age of the customer, it can and it should, according to a new Forrester report.
The term “age of the customer” refers to the fact that modern customers are empowered by constant connectivity and on-demand information. They expect a short, easy route from information gathering, to initial engagement with you, to purchase and fulfillment.
Traditional BPM software analyzes only internal processes, not the customer touch points that are so crucial for success in the customer-centric age. This approach drives down costs by exposing inefficiencies and waste in the back end. While this is a crucial function, it is no longer enough because it focuses only on the costs side of the balance sheet. What about the revenue side?
Effective BPM solutions must now also attend to the revenue side of the equation because the age of the customer has changed the playing field. Customers don’t care how efficient your internal processes are; they only care that your customer experience does not meet their needs and expectations, and they will go elsewhere.
This means you need better design of systems, processes and people that impact customer experiences and touch points. Then, you need a way to quickly act on what the improved, customer-centric models are telling you.
When you improve insight into customer experience, and your ability to quickly act on that insight, you can also increase customer satisfaction and retention.
Forrester analysts describe the characteristics to watch for as BPM software evolves to serve enterprises in the age of the customer (click here to read the full Forrester report). The Forrester report predicts important BPM functionality that can support customer-centric process improvement, including:
Before you undertake new BPM initiatives, you need to make sure your solution is ready for the demands placed on it by the age of the customer. Join us for a webinar with K2 on January 13 to learn what you need to know.
You’ll learn about agile BPM software that supports your efforts to adapt to a customer-centric environment. Whether you are just beginning to digitize paper-based processes, or you have a mature process-improvement program in place, the webinar will tell you about important things to watch for as you take the next steps, such as:
Click here to register for the webinar.