crm

First Look – Chordiant’s Visual Business Director

October 15, 2008

Today Chordiant announced their new Visual Business Director (CxVBD). I saw an early prototype of this some months back and got a more detailed look at the finished product at their recent Customer Advisory Board. I really like CxVBD as I think it shows the critical business value of externalizing decisions. I have yet to [...]

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Thoughts from Chordiant’s Customer Advisory Board

October 6, 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 [...]

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Rexer Analytics Data Mining Survey Results Released

October 2, 2008

Karl let me know that the results from his survey are available – you can find them on the Rexer Analytics site – so I thought I would take a look and blog about them. Karl collected 348 responses from individuals in 44 countries and I found the results worth a read. A few highlights:

CRM/Marketing [...]

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Here’s one way to institutionalize great service

August 18, 2008

David Rance had a nice piece on CustomerThink called Great Service Has to Be Institutionalized if It Is to Become the Norm. In this post he identifies decision making as important, which I think is true. Now his focus is on culture (very important) but mine is different. What if you used your systems to [...]

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Warranty decisions are one reason iRobot’s outsourced call center doesn’t work as well as it should

August 13, 2008

I have been an iRobot customer since Christmas. Much as I like their products, their customer service decision making leaves a lot to be desired. This particular post was prompted by their inconsistent warranty decision management. iRobot has outsourced its call center, as many companies have, and sound like they want to deliver excellent customer [...]

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Using decision management to build loyalty and grow

July 3, 2008

Three articles on loyalty caught my eye this week. First 1:1 had a nice piece on Loyalty Equals Growth for Sony. Sony is a company to which many people are already loyal so it was interesting to see that a formal loyalty program was still a priority for them. Talking about their combined CRM and [...]

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The Future of Enterprise Applications

May 20, 2008

I had to blog the last two sessions on paper – there are no power sockets in the hotel (the Palazzo at the Venetian in Las Vegas, conference planners please note) and my battery eventually gave up. So, back in the hotel now, here’s a summary of the notes I took.
Sharyn Leaver presented on the [...]

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Bringing a business domain to bear on decisions

May 9, 2008

Mike made an interesting comment in response to my recent post on the future of application development. He said:
Are business domain tools necessary to enable a non-trivial development role for businesspeople?
Like many good questions the answer is complicated – in a way, both yes and no. I do agree with Mike that a non-trivial role [...]

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Here’s how you can deliver extreme personalization

May 2, 2008

Two articles caught my eye yesterday – Robert Nascenzi wrote an article “Real-Time Segmentation Levels the Playing Field” over on Destination CRM while Jeremy Nedelka wrote “The Ultimate Personalized Marketing” over on 1:1. Both articles focusing me in on what I have called “extreme personalization”. Jeremy’s article was a cute story about a school targeting [...]

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Live from InterACT – Closing Keynote

April 30, 2008

Ted Iacobuzio of TowerGroup gave the closing keynote, expanding on the survey results Fair Isaac announced today. More than 100 of the InterACT attendees took the survey – clearly this is top of mind. Some highlights:

Lenders appreciate the need for integrated customer information and multi-product decisioning
Lenders are not all at the same speed in implementation
Respondents [...]

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Here’s another perspective on customer experience management

March 7, 2008

This week seems to be my week for customer service lists. Earlier I posted Using decision management to hang on to your customers – a response to a list in a post on CRM Daily. Today I saw a nice post on Jim Berkowitz’s site – Gartner Outlines 7 Initiatives to Improve Customer Experience that [...]

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EDM and a 21st Century Customer Experience

January 14, 2008

Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations. Customers expectations are rising, demographics are changing, business is more complex and yet the pressure to reduce costs continues unabated. There are many ways in which organizations should think about the customer experience. One [...]

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