JT on EDM

Well, it’s a wrap. That’s the end of the Customer Experience posts.
Enterprise Decision Management, EDM, can be an effective tool in delivering on a true 21st Century customer experience – personalized and cost-effective customer service that builds loyalty and gets calls resolved quickly, even when they are not “calls” at all. EDM delivers value across the decision:

• Increased Precision
  More targeted offers that focus on smaller, tighter segments of your customer base
• Improved Consistency
  Across channels, across representatives and over time
• Cheaper and easier Agility
  With externalized decisions that are easy to change independent of systems or processes
• Increased Speed
  Rapid decision-making enabled by automation reduces call length and reduces the number of calls, reducing wait times
• Reduced Cost
  Less training, fewer representations, less time on hold

For those of you focused in this area, I recommend the book “Chocolates On the Pillow Are Not Enough“. If you like presentations, check out a presentation I gave at the Teradata Partners Conference in 2006 called “Improving the Customer Experience” or one I gave on “Extreme Personalization and Markets of 1“. You don’t need to wait for new technology, like that discussed by Graham Hill in You Have Been Replaced by a Robot!, as EDM works today. And while you might think that Customers Prefer to Talk to You Over the Phone, is that just because none of your systems are worth talking to?

What did you think? Let me know if the whole editorial calendar/post series thing worked for you. Back to our regularly scheduled blogging next week.