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BPM vs CRM: The Mystique of Business Tools and Techniques

BPM (Business Process Management) and CRM (Customer Relationship Management) are commonly used business information platforms. Business process management involves optimizing business processes. Customer relationship management (CRM) utilizes technology to manage relationships with customers. In addition to their applications, both systems can increase your business’s performance. Anyone who wants to better understand their company’s processes must know their differences.

What Exactly is BPM?

Business Process Management (BPM) enables users to identify and analyze business processes to standardize and ensure compliance. BPM can manage simple processes like customer onboarding or an end-to-end solution that optimizes and integrates the business process across an organization.

Automating processes can improve workflow to increase efficiency in the business office. The BPM system automates tasks to the next person or step in the process. This gives a better understanding of the task’s location within the workflow and at which level they’re at.

An Overview of BPM Essential Elements

Process modeling:

Process modeling refers to the graphic depiction of processes in business or workflows. Similar to a flow diagram, we sketch every step in the process to provide a complete picture of all the activities performed within the framework of the overall business context.

This enable businesses to visualize their operations, understand them, and effectively control and enhance them. It is typically an effective method for continual enhancement.

Process automation:

After modeling and automating the processes, they can perform tasks throughout the workflow automatically. This will further increase improvements. This can benefit bridge functional silos and streamline operations throughout your business.

The process of BPM has changed over the last few times, including the use of digital process automation (DPA), which is focused on improving the business process and automation, providing extra advantages to the ones already provided through process mapping.


Integrity-based BPM is a great choice for businesses that need to integrate data from several software and systems like ERP and CRM. By mapping data flow between silos of the organization, A BPM tool acts as an orchestration tool to look at your operation holistically.

Integration enabled by BPM to transfer data across systems increases effectiveness and efficiency as well as communication between the various aspects of business. This also reduces the requirement to manually enter data, saving time and money and decreasing the chance of errors.


Data has become increasingly crucial for BPM since more businesses examine their process models and the information contained within them to make informed decisions. Numerous BPM platforms now offer the ability to generate automatic reports using your information, which can be displayed visually in dashboards that benefit reporting.

The data offers real-time insight that boosts the efficiency of your organization and customer service. It allows users to analyze the business process to warrant continuous improvement.

What exactly is CRM?

CRM (Customer Relationship Management) is a method or software tool that assists in controlling the company’s interactions with its customers through the entire life cycle of a customer. For this instance, we’re exploring CRM solutions that simplify processes and combine information about customers from sales, marketing, customer service, and e-commerce to form a single system.

CRM systems can monitor and link every interaction and communication with the lead or client. All the collected data is stored in a central database, which can be analyzed to offer additional insight into how customers behave. It helps maintain customer relationships, boost customer service, and assist your marketing and sales team.

The Most Important Elements in CRM

Sales automation:

One of the main components of CRM is its sales automation component, which assists in managing leads and communication. The CRM can be automated to perform tasks, including logging events, creating lead records within the CRM, and collating data about customers from various departments and business systems to create one profile. It also assists in transmitting proposals and quotations to the internal team for approval before sending them to the customers.

The sales team can become more effective by reducing the time and effort devoted to tedious tasks. They can instead concentrate on selling to their client or potential buyer.

Marketing automation:

CRM is mostly focused on sales. However, it can also provide advantages in marketing if you wish to sell more products or draw new clients. CRM lets you automate a portion of the campaign management to simplify the process. It also lets you evaluate payoff together with built-in analysis.

It is possible to integrate your CRM with tools for marketing automation, which automate processes such as mail marketing campaigns to assure that email messages are scheduled to go out to clients if they meet the conditions or automatically update social media content posting. The CRM can monitor every interaction with customers.

Customer service management:

A CRM gives a complete overview of customers’ interactions, including the history of purchase conversations and more in one location. It allows customer service representatives to understand and resolve customer questions and provide efficient and customized customer experience.

Certain CRMs offer a customer support service feature or integrate with customer support software, such as a benefit desk ticketing tool, and provide various contact methods, such as phones, emails, or even AI-powered chatbots, ensuring customers receive assistance 24/7 to resolve their issues.


Data about customers is at the core of a CRM system, which lets companies know how their clients behave, thus allowing them to deliver more efficient customer care. The majority of CRM software platforms offer:

  • Dashboards and reports.
  • The ability to bring together information that spans the entire organization.
  • Assisting teams in making decisions based on data and improving the customer experience.

Analytics for CRM could benefit from classifying customers and helping with profitability analysis to help companies better manage their resources. They can also provide individual customer services and employ advanced technology to predict future trends based on customer interactions.

The Advantages of BPM and CRM

Businesses increasingly depend on systems that run software like BPM and CRM to improve their business processes, boost efficiency, and improve their ability to target clients. Both systems provide many benefits, which can help companies make better choices, streamline tasks, and grow quickly.

Optimizing processes

BPM software allows businesses to improve and streamline their operations, allowing the company to make data-driven decisions to boost efficiency. BPM allows for the monitoring of operations in real time and helps identify areas that need improvements, providing invaluable information about the business’s operation. Furthermore, BPM systems allow businesses to design and alter processes that meet their needs and scale them up rapidly.

Automating tasks

Both BPM and CRM systems can automatize specific tasks, thus freeing workers’ time while allowing them to focus on other strategic endeavors. BPM software can automatize information entry and workflow management as CRM systems handle customer-focused activities like sales monitoring, marketing campaigns, and customer service procedures. Businesses can use it to improve their processes and increase effectiveness.

Generating data insights

Both BPM and CRM systems produce useful data that can inform decisions. BPM software gives information about employee performance, and CRM software serves information about customer behavior and preferences. This allows companies to improve their marketing strategies, tailor their services to the customer’s requirements, and make decisions based on data to improve their processes.

Improved customer relations

CRM systems were designed to increase customer relationships and offer companies insights into the behavior of their customers. This helps businesses better comprehend their clients’ requirements and target the market more efficiently by utilizing marketing strategies, product offers, and other offerings.

Cost savings

Both BPM and CRM software benefit companies by saving money by streamlining their operations by automating processes, increasing efficiency, and focusing on the right customers. This helps companies cut down on manual procedures costs, increase overall performance, and increase profit.

AirViewX for BPM

AirViewX lets you model designs, develop, automate, and oversee your business operations using a single, low-code platform. The AirViewX platform assists companies in evaluating, increasing, and automating their business processes with one platform.