Designing and Implementing Business Process Models : ARIS Method manual : Customer Experience Management (CXM) : Linking CXM and BPM : Analysis capabilities : Queries : Find all processes related to customer journeys
Find all processes related to customer journeys
This query is started for functions of a value-added chain diagram (VACD).
You can use it to detect customer touchpoints in internal processes and, in this way, determine which customer journey map is connected with which internal process.
The query firstly shows all EPCs that are assigned to the selected functions. Then it shows all functions of the EPC that are related to customer touchpoints.
Find all processes related to customer journeys
Besides the graphical display of interrelationships, this query provides a table with the following information:
*The relevant EPC
*The process that is related to a customer touchpoint
*The customer touchpoint
*The specification whether the customer touchpoint is a pain point or a moment of truth
*The name of the customer journey in which the customer touchpoint occurs
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