customer-centric

The opportunity for opportunity analytics

June 23, 2010

Syndicated from Smart Data Collective
Some time ago Neil Raden and I did some research on analytics. It was clear as we did this that there were two main threads of analytic use in companies – risk analytics and opportunity analytics. I blogged before on the use of analytics to manage risk one risk at a [...]

Read the full article →

Two interesting IDC predictions

May 11, 2010

The nice folks over at IDC let me take a look at IDC – Worldwide Application Development and Deployment: 2010 Predictions. I have a somewhat narrow focus (Decision Management) so only two are really in my zone. First, #10:
10. Decisioning Products Will Be Unified to Deliver a Decision Management Platform
This is obviously right [...]

Read the full article →

Teradata – National Australia Bank and next best action

April 27, 2010

National Australia Bank group (a 15 year Teradata customer) presented on their use of Teradata for multi-channel marketing. NAB has 10.9M customers worldwide and about 38,000 staff. Brock Lynch, from the marketing group within the retail bank, gave an overview of their analytical CRM approach. NAB sees its analytical CRM assets as:

Complete customer data stored [...]

Read the full article →

Teradata Customer Management Portfolio

April 27, 2010

Marc Schroeder presented on Teradata’s customer management portfolio – Teradata Relationship Manager (TRM).  Clearly the move to multi-channel, customer-centric customer relati0nships and the growth in data and behavioral data particularly are driving new demands in customer relationship software. Vision:
Maximize customer profitability by enabling a comprehensive interactive marketing environment that manages intelligent customer dialogs, leverages behavioral [...]

Read the full article →

Decision engines in financial services

April 26, 2010

This is a piece I wrote for Chris Pratt’s quarterly financial institutions newsletter
The use of technology to automate and manage decisions, especially high volume decisions essential to day-to-day operational execution, is expanding rapidly. Beginning with the consumer credit business, use of decision engines and decision management has spread to all aspects of financial services [...]

Read the full article →

Business rules, decision making and IT

March 30, 2010

When I blogged about Jim Sinur’s session “Business rules are king” at the Gartner BPM Summit I provoked a very thoughtful response from Tom Graves – On business rules. While Tom strongly agreed with the basic implication that organizations need discipline around business rules he identified three concerns, all of which seem to me to [...]

Read the full article →

First Look – Scorto

January 5, 2010

I caught up with a new (to me at least) decisioning platform recently. Scorto works with credit organizations to manage credit risks and make objective decisions when selling mass credit products. They offer what they refer to as decision support (but I would call blended decision management and decision support) in everything from personal/small commercial [...]

Read the full article →

Business Rules Forum 2009 – Day 1 #brf

November 4, 2009

It’s the end of day 1 of the Business Rules Forum/Enterprise Decision Management Summit and time to write a wrap up post for the day – no live blogging today as I have too much on as track chair to sit behind my keyboard!
Today I got to attend Jim Sinur’s keynote and sessions from Roger [...]

Read the full article →

Centralized Decisioning with Forrester and Unica

September 14, 2009

[ September 22, 2009; 10:00 am to 11:00 am. ] I am presenting at a Unica sponsored webinar with Suresh Vittal of Forrester on Centralized Decisioning. Suresh has some great material on why companies must adopt centralized decisioning to remain, or become, effective marketers. I will discuss the core requirements for a centralized decisioning engine.

Read the full article →

CRM Magazine highlights the power of Decision Management

May 1, 2009

CRM Magazine has a great article on decision management this month and it is available on line. As the summary says:
Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion.
Check it out, along with some [...]

Read the full article →

The unrealized power of data

February 20, 2009

Syndicated from Smart Data Collective
Andreas Weigend, former amazon.com Chief Scientist, gave a keynote on the unrealized power of data. He started with a historical perspective. In the 70s perhaps 10M used computers, mostly in the back office. By the 80s this had reached 100M and the front office. By the 90s the internet and search [...]

Read the full article →

With Data Mining you can even scare Walmart…

January 16, 2009

BusinessWeek had an interesting article in December about the growth of Tesco, a British grocery chain, and on its use of data mining as a competitive weapon. Here’s a quote:
Analysts say that Tesco’s big advantage over major international rivals, which also include Germany’s Aldi and Lidl, is its unrivaled ability to manage vast reams of [...]

Read the full article →

Transforming retail with analytics and decision management

January 12, 2009

Tom Davenport has done some research into analytics and retail (reported here: Retailers recognise analytics as key to business transformation. Here’s a quote from the new item:
Retailers today are searching for ways to derive more customer intelligence, marketing savvy and operational insight from their overflowing databases. In addition to acknowledging that the use of analytics [...]

Read the full article →

Customer Centricity Strategy #3 – Mass Customization

December 17, 2008

Wrapping up my responses to John Schmidt’s post on Customer Centricity with a discussion of Mass Customization. John describes this as managing trade-offs and building sophisticated models to customize your response to each and every customer based on their value…

Read the full article →

Customer Centricity Strategy #2 – Process Integration

December 17, 2008

Continuing my responses to John Schmidt’s post on Customer Centricity with a discussion of Process Integration. John describes this as focusing on cross-channel integration using Enterprise Service Bus/SOA technologies to bring data to the point of interaction. Decision management, of…

Read the full article →

Customer Centricity Strategy #1 – Customer Analytics

December 17, 2008

John Schmidt over on the Informatica blog had a great post on Customer Centricity that gave me a theme for three posts this week. He identified three approaches, each one of which I want to map to decision management. First…

Read the full article →

Live from BIWA Summit – Competing on Analytics

December 2, 2008

At the Business Intelligence Warehousing and Analytics Summit at Oracle today. BIWA is part of the Oracle User Group focused on BI, analytics and data warehousing. Jeanne Harris of Accenture (author, with Tom Davenport, of Competing on Analytics) started off the day. The subtitle of her presentation is “Building Competitive Strategies Around Data-driven Insights”.
Analytics are [...]

Read the full article →

In the coming recession put your customers first with decision management

November 20, 2008

I was pointed to a post today on the topic of customer service (Another Day, Another Customer-Service Nightmare on the EconoWhiner) that pointed out that companies
need to provide quality service and quality customer service if they’re going to survive an economic downturn as severe as this one?
Now I am not going to pick on AOL [...]

Read the full article →

On Best Buy’s success and being decision-centric

November 19, 2008

Last week I saw a post comparing Best Buy and Circuit City – one thriving and one going into bankruptcy – and it made me think about the role of decision management in Best Buy’s success. I have head Best Buy present various times an a number of elements of their successful customer-centricity strategy are [...]

Read the full article →

Book Review – Data Mining Techniques

December 26, 2006

Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management
This is one of the classic works on data mining and well worth the read.I really liked the book both because it is well written and because, although it drilled into a fair amount of detail about some of the techniques, it started each new section [...]

Read the full article →

Next Entries →