BPM2TPM: The Knowledge Transfer from Business Process to Touchpoint Management

Heuchert Markus, Barann Benjamin


Abstract
Customer interactions are changing in the digital age with implications on the digital enterprise. The predominant channel-based thinking is superseded by touchpoint-based thinking, which entails a more granular perspective on each customer contact regardless of the communication channel. Interestingly, there exists an analogy between this development and the dissemination of the process-oriented enterprise over the function-oriented enterprise. This article builds on this circumstance and argues for the knowledge transfer from the mature Business Process Management (BPM) domain to the nascent Touchpoint Management (TPM) domain. To substantiate this idea, a theoretical framework is proposed. It is illustrating methods that are deemed useful for TPM in form of four propositions, as well as it clarifies the process of knowledge transfer between BPM and TPM through a research design.



Publication type
Conference Paper

Peer reviewed
Yes

Publication status
Published

Year
2019

Conference
Proceedings of the 27th European Conference on Information Systems (ECIS 2019)

Venue
Stockholm-Uppsala, Schweden

Pages range
1-12

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