Posts tagged as:

Customer Experience

Collections Best Practices

September 23, 2008

Jeff Bernstein of Strategem Portfolio Services gave an overview of the latest developments in collections. Jeff’s company has a product called Strategy Director (about which I blogged before). Jeff does a lot of work with collections groups and all too often sees a failure to implement analytics even where those analytic models are being developed [...]

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Segmentation and product design

September 18, 2008

Scott had a great article on segmentation and personas this week that is a nice, quick read. I think the use of analytics in persona design can make a big difference (as I have noted before) and that decision management can use good customer segmentation as a first step towards extreme personalization.
If you are not [...]

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Making decisions about loyalty programs

September 16, 2008

1:1 had a nice piece on the growing role of loyalty programs in retail. This noted the “Growing sophistication in loyalty programs” among retailers and, in particular, the use of loyalty program data not just to calculate lifetime customer value but also to build competitive advantage. This second aspect is the one I always find [...]

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As content on demand grows, so must decision management

September 10, 2008

The Conference Board recently announced strong growth in online content or content-on-demand. The press release can be summarized by this comment:
Fundamentally, consumers expect content to be available when they want it, and on the screen of their choice
This, of course, creates both a challenge and an opportunity for those providing content. The challenge is that [...]

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Predictive Marketing (Lessons from the CMO Summit #3)

September 9, 2008

Stephan Chase of Marriott generated the third set of thoughts. He is working to make Marriott more customer-centric, in particular by employing predictive modeling to determine what customers are likely to do in the future while using results in marketing to create a learning organization. This is of course the heart and soul of decision [...]

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Multi-Channel Marketing (Lessons from the CMO Summit #2)

September 8, 2008

My second set of thoughts were prompted by notes on a presentation by the CMO of Walmart.com, Cathy Halligan. She began by noting that they no longer see a digital divide   – there is a big percentage overlap between their online and offline shoppers.In addition, online activities are increasingly influencing offline purchase patterns [...]

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Next generation direct marketing with decision management

August 26, 2008

Elana Anderson had a great post on direct marketing while I was on vacation -Next Generation Campaign  Management.
She starts off with three great principles:

Listen to all information provided by customers and prospects – both explicit and implied.
Understand past and present information to determine the best possible marketing action.
Communicate in a compelling, timely, and relevant manner.

All [...]

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Using Decision Management to power the call center of the future

August 19, 2008

Chris Skinner wrote a nice little piece on the Future Call Center over on the swift community. He had some nice examples, though he was focused on how the future call center might be using video. What struck me, though, was that decision making is critical to his example. Neither the avatar nor the video-linked [...]

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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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If you were making a “3-minute promise” would your systems help or hurt?

July 25, 2008

The folks at CustServ had a piece on The 3-Minute Promise to Avis Customers that made me think. If you wanted to make a similar promise – that some process of yours would be quick, efficient, flawless and seamless – would the systems you have help you or hurt you?

Would your systems be able to [...]

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Analytics turn data into opportunity (article)

July 21, 2008

Ed Garry of Oracle wrote a piece for Wall Street and Technology called Analytics Help Firms Turn Data Into Opportunity that I found last week. In it Ed talks about Real Time Decisioning platforms that “deliver both rules and predictive analytics to power solutions for real-time enterprise decision management”. Ed is, of course, correct though [...]

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Transpromotional marketing with EDM

July 18, 2008

Transpromotional marketing – yes, another new phrase that I heard for the first time this week. Wooing Customers in a Weak Economy was the source – an article on 1:1. Chris Stone wrote the article and it talks about the need to use different channels to contact customers and to do so consistently and in [...]

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Is Self-Service good or bad?

July 18, 2008

Ellen Goodman of the Boston Globe had a column “Self-serve and slave” (that I saw in the San Jose Mercury News as “In a self-serve nation, work gets dumped on us“) in which she rails against self-service and compares it to the outsourcing of work from paid employees to us consumers. As she says:
For every [...]

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Is eBank the future of banking?

July 16, 2008

Thanks to my friends at Bankwatch I heard today about eBank in Japan. The bank is described in this nice article on swiftcommunity.net. What struck me about this was the focus on complete automation of decision making – not just the processes and information colleciton, but the decision making itself. Is this the person they [...]

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The future of consumer banking needs EDM

July 11, 2008

Naumi Haque wrote this nice piece on The future of consumer banking and it struck me how many of the things she suggests, with which I agree, require a broad-based adoption of EDM.
For instance she suggests a single financial cockpit – she calls it a dashboard but she wants to be able to do things [...]

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First Look – Chordiant Recommendation Advisor

July 10, 2008

Chordiant announced Recommendation Advisor 6.1 today, a “real-time conversation and interaction management solution”. This Next-Best-Action engine is built on Chordiant’s Decision Management platform and designed to both improve self-service channels and support call center staff.   It uses rules and analytics to make the best recommendation and dynamically adapts during a conversation, for instance if [...]

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Here’s why decisions matter to the 8 Ps of Marketing

July 7, 2008

Some time ago I saw an article that discussed the 8Ps (4 old, 4 new) of Marketing. It seemed to me that decision making, especially operational/transactional decision making is critical to most of these Ps. Here, then, is my summary of the 8Ps and why decisions, and decision management, matter.
4 Ps

Product
You might think that [...]

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Don’t be creepy when you personalize

July 3, 2008

The WSJ had a little piece today on personalization – Personalized Emails Are Creepy, Not Effective based on a study done some time ago but still very relevant in today’s market where companies are being told to personalize (including by me). Here are three quotes I think summarize the problem:
[there is a negative] response to [...]

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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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