JT on EDM

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

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” – [...]

Ginger Conlon had a nice post this week – Don’t Blast. Target. – Think customers: The 1to1 Blog.
many marketers are still drawn to the ease of blasting to a broad audience, instead of targeting for maximum impact among those most likely to respond
If you are trying to make this transition from blasting to targeting – [...]

I got a chance to sit down with Rob Walker last week for an update on Chordiant Decision Manager. Rob covered some of the new features in Chordiant Decision Management 6.2 as well as some general background that has not appeared in any of my posts before (check out First Look – Chordiant Decision Management [...]

Intalio hosted a launch today to position themselves as The Enterprise Cloud Company. Intalio turns 10 years old this year. They remain a privately held company with 500 paying customers and have passed 50,000 deployed sites in 52 countries. 35 employees and 20 contractors across 14 offices worldwide. Customers cover all industries and business is [...]

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 [...]

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 [...]

My podcast with Blake Landau is now available on the Customer Management IQ site. If CRM is your thing, check out my CRM page on Decision Management Solutions – decisionmanagementsolutions.com/crm

Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:
While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot

This prompted me to write [...]

Well I did the Blog Talk Radio thing with Blake Landau this morning and hopefully there are some visitors today as a result. UPDATED: Here’s a link to the podcast – Decision management and CRM.
If CRM is your thing, check out the Customer Experience category or this series on using decision management to build a [...]