Customer-Centric Business Modeling: Setting a Research Agenda

Moormann, Jürgen; Palvölgyi, Elisabeth Zsoka

doi:10.1109/cbi.2013.33

Cited by 12 publications

(19 citation statements)

References 22 publications

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“…Customer process management term appear just once in Kim et al (2013) on introduction section, at a sentence that state building closer relations based on customer process management enables companies to anticipate future businesses and to stabilize the profit mechanism. Moormann and Palvolgyi (2013) see the idea that customer needs should be the starting point for designing business models becomes increasingly accepted. This paradigm shift towards a customer-centric perspective opens up a highly relevant field of research.…”

Section: Discussionmentioning

confidence: 99%

Customer Process Management: A Systematic Literature Review

Surbakti¹

2015

EMR

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Customer Process Management (CPM) is not a new term. This phrase has been emerged in academic article since 1999. The CPM expression has received increasing attention from researcher, consultants, practitioner from technology and application firms. The consultants and practitioners introduced customer process management software during 2003-2008 since most Customer Relationship Management (CRM) initiatives failed. The following years, CPM attracted less attention from academics as well as practitioners, until Prof. Michael Rosemann in 2014, a Business Process Management (BPM) leading expert, called for new BPM research directions. One of his suggestions was to conduct research in CPM, which will complement the dominating current view of BPM. To the best of our knowledge, there is no literature review article to examine CPM. Therefore, the research question of this paper: What is the current state-of-the-art research on CPM in academic literature? This research questions will be breakdown into two research objectives. First, present an overview of existing academic literature on CPM. Second, develop potential topics for future research in this field. The results of this study show that there are many opportunities to conduct research in this area.

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Section: Discussionmentioning

confidence: 99%

Customer Process Management: A Systematic Literature Review

Surbakti¹

2015

EMR

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“…Firms should attempt to address their customers' needs methodically, instead of only satisfying isolated parts of them (Womack and Jones, 1997;Moormann and Palvolgyi, 2013). For Clerc (2017), this is about putting the customer at the centre, regardless of time.…”

Section: Definition Of Customer Centricitymentioning

confidence: 99%

“…The difference between customer satisfaction and the actual use of a product in customer processes is even more important for companies attempting to move from product-centric to a solution assembly type of provider (Moormann and Palvolgyi, 2013). Kotler (2003) suggests that particular departments are more customer faced than others, and processes, CC expertise, and an approach can be built and utilised starting from these.…”

Section: Customer Centricity and Processesmentioning

confidence: 99%

“…Also, the precise insights derived from the centralised management of customer's information such as consumer behaviour, user patterns and other hidden knowledge could harmonise important business processes such as real-time control and demand forecasting. The quality front-end information management of consumer data can be used to improve processes and make transactions more streamlined and frictionless by, for example, pre-filling forms (simultaneously improving consumer experience), avoiding anything unnecessary for the customer and tailoring content and providing advice (Moormann and Palvolgyi, 2013). As well as benefitting consumers by improving the quality of interactions, firms can identify strategic and efficiency improvements.…”

Section: Customer Centricity and Processesmentioning

confidence: 99%

“…Firms should attempt to address their customers' demands methodically, instead of fulfilling only isolated aspects (Womack and Jones, 1997;Moormann and Palvolgyi, 2013).…”

Section: Operational Definitions Of Customer-centricitymentioning

confidence: 99%

See 2 more Smart Citations

European Industries Customer Centricity Roadmap Stage - Business Process Management Aspect

Vojvodic¹,

Hitz²

2018

AOP

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This research compares customer-centric strategies against product-centric strategies as different dimensions of competition, from a need for a more purposeful and clear concept of customer centricity (CC). It aims to contribute to a general roadmap for CC, as one strategic management direction and to prevail over the key managerial challenges to achieve it. The goal of the paper is to examine current maturity in adopting CC to scrutinise business process management (BPM) -a key dimension of transformation in the CC roadmap. This paper uses deductive analysis to constitute an analytic theory and structure for evaluation then uses 18 case studies as an evaluation of the analytic theory. Evidence of movement on the customer-centric roadmap is found. BPM in European telecommunications, banking, utility, and retail sectors support the roadmap for CC from the process view, the process alignment and the process optimisation. However, the movement is partial and not flawless, as BPM has not been examined in terms of supporting many of the customer-centric dimensions. Companies have a need for clarity, feedback, and the tools to succeed in an increasingly competitive and demanding world which, in the years to come, may demand a customer-centric approach in order to compete. In parallel, the work theoretically contributes to the importance of the relationship between CC and BPM and provides the first data analysis of its intersection.

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Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

Pavlić

Ćukušić

2019

Business Process Management: Blockchain and Central and Eastern Europe Forum

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Customer-Centric Business Modeling: Setting a Research Agenda

Cited by 12 publications

References 22 publications

Customer Process Management: A Systematic Literature Review

Customer Process Management: A Systematic Literature Review

European Industries Customer Centricity Roadmap Stage - Business Process Management Aspect

Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

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