Matching Customer Processes with Business Processes of Banks: The Example of Small and Medium-Sized Enterprises as Bank Customers.
Diana HecklJürgen MoormannPublished in: BPM (2007)
Keyphrases
- business processes
- banking industry
- small and medium sized enterprises
- banking services
- business process management
- business process
- process model
- commercial banks
- business environment
- return on investment
- financial services
- information technology
- process execution
- electronic commerce
- workflow management systems
- workflow systems
- competitive advantage
- inter organizational
- driving forces
- process management
- business objectives
- workflow processes
- money laundering
- web services
- workflow model
- business goals
- cross organizational
- business activities
- internet banking
- information and communication technologies
- business partners
- business process models
- business transactions
- marketing strategies
- workflow management
- risk management
- customer satisfaction
- customer service
- decision makers
- customer relationship management
- credit card
- call center
- petri net
- decision making