29th
June
2009
I saw ServiceBench when I presented at the Warranty Chain Management Conference and got a chance to get a more detailed presentation just recently. ServiceBench is aimed at the Service Supply Chain and is now part of NEW (who also presented at the conference). The service supply chain is often very complex because of the [...]
Read more
posted by James Taylor in Product News |
24th
June
2009
I got a chance to get an overview of the latest release of Oracle Real-Time Decisions, 3.0. This is the platform for real-time decisions on which various applications (for call center, web etc) are built and sold as part of the Oracle Applications suite.
The vision of this product is to optimize “return on attention” – [...]
Read more
posted by James Taylor in Analytics, Business Rules, Decision Management, Product News |
10th
April
2009
A little while ago I got an update from Unica. While Unica may seem like a slightly tangential topic for me it actually is not. Not only do I think that many efforts to adopt decision management start with customer marketing decisions (Unica’s focus as part of Enterprise Marketing Management) but Unica has done a [...]
Read more
posted by James Taylor in Analytics, Business Rules, Decision Management, Product News |
12th
March
2009
Jim Johnson of IBM gave IBM’s point of view on quality lifecycle management. Jim works in Global Services and works with auto and truck manufacturers. IBM’s research shows:
That warranty reserves accrue at between 1% and 3% of sales and this is continuing to increase.
Detection to correction cycles average over 100 days and can exceed 220
Electronics [...]
Read more
posted by James Taylor in Analytics, BI, Business Rules, Decision Management |
22nd
January
2009
A press release caught my eye recently on CRM – Gartner Identifies the Top Six CRM Marketing Processes for a Cost-Constrained Economy. Two of the six processes Gartner identified seem to me to require decision management to be done well.
1.Retention Management
Retaining high value or potential high-value customers is essential in difficult economic times. Gartner advises [...]
Read more
posted by James Taylor in Business Rules, Data Mining, Decision Management |
2nd
December
2008
Tobin Gilman of Oracle presented on Oracle’s BI Strategy. Oracle views Enterprise Performance Management and Business Intelligence as coming together over time and has a single strategy. They see ERP and CRM as having enabling operational efficiencies by driving a process-centric view across silos. Clearly BPM has completed this transition. Yet management processes – reporting, [...]
Read more
posted by James Taylor in Analytics, BI, Data Mining |
24th
October
2008
Tim Walters of Forrester had an interesting post this week – Is Web Personalization Now A Matter Of “Thurvival”? in which he emphasized that, even in a downturn, getting better at web personalization has a payoff. Now I think personalization is a good thing and the evidence that it results in more engagement, better results [...]
Read more
posted by James Taylor in Decision Management |
17th
October
2008
Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]
Read more
posted by James Taylor in Decision Management |
6th
October
2008
Last week I was invited to attend Chordiant’s European Customer Advisory Board. This session was held in lovely Munich in the middle of Oktoberfest and was both informative and a lot of fun. While I can’t share everything – some of it was for customers only – I thought you would appreciate what I could [...]
Read more
posted by James Taylor in Decision Management, Product News |
19th
August
2008
Chris Skinner wrote a nice little piece on the Future Call Center over on the swift community. He had some nice examples, though he was focused on how the future call center might be using video. What struck me, though, was that decision making is critical to his example. Neither the avatar nor the video-linked [...]
Read more
posted by James Taylor in Decision Management |