BPM and CRM come together

This article notes the growing link between BPM and CRM. It seems that more frequently these two terms are coming together. Analysts at Gartner have deemed that the biggest challenge facing the CRM industry is business process management related. Isher Kaila, a Research Director at Gartner stated:

"In the last decade, interest in CRM has grown exponentially. But we look at the ASCI [American Customer Satisfaction Index] scores and are we seeing a transformation? The answer is no."

Gartner has deemed that the solution to this problem is BPM related. As Kaila further remarked:

"Who's talking about the end-to-end processes? You need to look horizontally, not vertically, within your organization, because that's how your customers experience your organization."

Do you agree that the biggest challenge facing CRM is BPM? Do you think that by using better BPM practices, CRM will see an improvement?