Customer-Oriented Management of Business Processes in a Digital Economy

Today, most enterprises need to develop digital technologies and platforms so as to simplify and speed up internal document sharing; to combine and analyze large data sets; to simulate and predict business processes; to conduct complex mathematical calculations; and to significantly transform interactions with customers. The concept of customer orientation is explained, and the development of this approach in the digital economy is outlined. Systematic digitization is essential for the effective development of a customer-oriented approach. One of the main components of this approach is the customer relationship management (CRM) system. The influence of a customer-oriented approach on the management of business processes and on the development of management decisions is analyzed. The architecture for practical implementation of such an approach is proposed on the basis of assessment of the possible transformation of business processes in the digital economy. The transformation of existing business processes in terms of key parameters is essential. The first step is the creation of a uniform integrated information management system, and the last step is to modify the management of the corporate culture and of human resources.