customer decision management

Webinar: A New Approach to Business Design at Apple Vacations

May 9, 2012

[ May 22, 2012; 10:00 am to 11:00 am. ] I am giving a webinar with Gagan Saxena (@Gagan_S), CIO of Apple Vacations on A New Approach to Business Design at Apple Vacations on May 22, 2012 at 10:00 am PT, 1:00 pm ET.

Gagan and I will present how how Apple Vacations applied Decision Management to redesign the consumer experience and create a “smart system” that [...]

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The power of Customer Decision Management

March 12, 2012

A few weeks ago Rob Brosnan wrote a nice piece on the Forrester blog – Is it time for Customer Decision Management? It’s a great piece and he described Customer Decision Management applications thus:
Customer decision management applications are tools that tailor the content, products, offers, and next actions presented to individual customers based on analytical [...]

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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 [...]

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Interview – Putting customer value to work

August 31, 2009

Brent Leary interviewed me last week and posted it on his Social CRM blog. You can read about the interview, and listen to it here: Brent’s Social CRM Blog: Putting Customer Value to Work with Enterprise Decision Management – A Conversation with James Taylor. In it Brent and I mention an upcoming webinar with the [...]

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Article on Customer Decisioning

June 25, 2009

I wrote an article on customer decisioning – To Focus on Your Customer, Focus on Your Decisions – in Frost & Sullivan‘s Customer Contact eBulletin. Enjoy

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