Customer Experience

Webinar – Delivering customer centricity across multiple channels, multiple platforms

August 30, 2010

Organizations have multiple channels for interacting with their customers. Each channel has its own platform for valid technical reasons. And each line of business has its own systems while customer data is spread across multiple databases. To deliver customer centricity, organizations need to connect these elements effectively. At the heart of effective customer interactions are [...]

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First Look – Kana

August 24, 2010

I got an update from Kana this week. Kana, for those of you that don’t know, is a product/solution company focused on helping enterprises with their customer service experience – what they call Service Experience Management. Kana has over 600 B2C customers across banking, telecommunications, retail as well as high-tech, travel, manufacturing etc. They are [...]

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Improving customer interactions one decision at a time

August 24, 2010

Syndicated from ebizQ
William Band at Forrester (@waband) recently tweeted that his next research project was:
When to use CRM apps vs BPM tools to improve customer interactions? Pros & Cons of each?
I replied that companies should be sure to manage customer treatment decisions too and he asked me to expand on that thought.
Every [...]

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On the importance of experimentation

August 4, 2010

Syndicated from ebizQ
The McKinsey Quarterly had an article today on Ten Tech-enabled business trends to watch and number 5 caught my eye -Experimentation and big data. As the authors say
What if you could analyze every transaction, capture insights from every customer interaction, and didn’t have to wait for months to get data from [...]

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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 [...]

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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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First Look – SAS Real Time Decision Manager

January 19, 2010

SAS Real-Time Decision Manager (RDM) is designed for inbound communications, complementing outbound communication solutions. It aims at real-time delivery of decisions and recommendations during a customer interaction to optimize that interaction to improve revenue, growth and retention. For example, in retail banking, a customer might come in with a new job with very different income [...]

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First Look – Convergys

November 30, 2009

While I was attending the Business Rules Forum a few weeks back I got my first chance to learn about Convergys. A major sponsor of the event, Convergys is focused on improving the customer experience and customer relationships using decisioning technologies. Building on a history in customer care and billing, Convergys is now a nearly [...]

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Integrating customer preferences

September 8, 2009

Syndicated from ebizQ
I was talking to an interesting company today – TOA Technologies (review tomorrow) – and as we were talking we touched on something I think it both a great idea and underrated – the use of business rules to integrate customer preferences. We all know that giving customers an ability to influence our [...]

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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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Lands End needs some decisioning power

August 28, 2009

It’s been a while since I have used Lands End but just recently I needed to order some logo wear for my son’s school and they used Lands End as the supplier for this. I logged on, used the “find your school” option and found the code for my son’s school. The website then remembered [...]

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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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First Look – Oracle Real-Time Decisions 3.0

June 24, 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” – [...]

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Here’s how micro decisions turn blasting into targeting

May 29, 2009

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 – [...]

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Chordiant Decision Management Update

May 19, 2009

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 [...]

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Intalio Cloud – BPM, CRM and appliances

May 19, 2009

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 [...]

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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 [...]

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First Look – Unica

April 10, 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 [...]

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Podcast on the role of decision management in CRM

April 3, 2009

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

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Decision management can improve warranty claims and customer experience

March 27, 2009

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 [...]

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