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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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12.2. Following Process Engineering Steps

Process engineering is about what we do. The organization chart is important because though organizations were usually been created to represent work areas, the misalignment between processes and organizations (the white space) is the primary cause of process breakdowns. Of course it also reminds us that, at the highest levels, the process model must be developed from the business perspective. Information Technology can definitely help manage and formalize the process definition steps, but the IT team does not do the work that directly impacts customer relationships. Don't expect to ask IT folks to tell you what business processes are important to CRM or how to do them.

As we did for the data component, ...

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