Processes are at the heart of any businesses. These processes need to change in order to be more productive and more competitive. CRM can be a part of that change. The principles of Business Process Redesign can be applied to the design of CRM and XRM systems.
Principles of Process Redesign
The following theory and principles are taken from chapter 3 of “Redesigning Enterprise Processes for e-Business, El Sawy, Omar A. (2001)”
Principle #0: Remove waste, simplify and consolidate similar activities.
This is common-sense management that should be the starting point of any change to Business Processes. For ...