Matching customer processes with business processes of banks: the example of small and medium-sized enterprises as bank customers

• Authors: Diana Heckl;Jürgen Moormann
• Venue: BPM'07 Proceedings of the 5th international conference on Business process management
• Year: 2007

Even though, financial services providers claim to offer customerorientatedservices, they still focus on delivering products instead of providingsolutions to their customers' issues. Especially, small and medium-sized enterprisesonly get offered products which solve isolated problems, e.g. liquidity,financing, and investment services. However, these services do not reflect theintrinsic requirements of business clients such as procurement, sales and marketing,order fulfillment. Hence, customers' perception of banking services isoften far from satisfaction. Therefore, the consistent alignment of financial servicesto customer processes becomes increasingly important to enhance competitivenessof banks. To provide such a continuous support of customer needsthis paper examines the identification of customer processes and requirementsand proposes a process model which closely ties up to customer processes. Thisapproach expands current notion of banking. The authors present their approachby using an example of small and medium-sized enterprises as clients of commercialbanks.