An article in Optimize Magazine points to a study by TowerGroup that claims:
Customer retention and satisfaction, as well as better competitive advantage among financial-services firms, are directly linked to use of business-process management practices.
There’s even a neat little graph under a section called The ROI of BPM that shows how the value of chasing a BPM project changes over time and eventually creates competitive value.
This is all pretty intuitive – the less you screw up the better your customer retention should be, right?
Anybody seen the TowerGroup report? How many cases did they study? Ron? This seems right up your alley…