Knowing your customer, knowing how they like to communicate, and providing a consistent experience across all possible channels are vital. BPM software's value in stitching together disparate enterprise silos is well established, but Social BPM extends that value to the new world of social media.

One powerful aspect of the Appian Tempo social interface is that is can incorporate social channels like Twitter into a business event feed. This gives companies an easy way to know when its customers are talking about the company - and that knowledge can be fed directly into process so that appropriate action can be taken in real-time. With peer-to-peer social dialogue on the rise, corporate marketing is no longer the generator and controller of the message. What matters now is knowing what conversations are happening, and having the business agility to participate.