JT on EDM

Last post in my series today – how to prioritize your use of EDM in a recession. As with any effort to prioritize EDM, the first thing to do is identify the decisions that make the difference. This means finding the micro decisions that are often hidden in your processes as well as correctly identifying [...]

Continuing my series on using EDM to manage in a recession, allocating resources effectively. In a recession resources are, almost always, constrained and so the proper and effective allocation of resources can be critical. Enterprise Decision Management, EDM, is particularly useful in allocating resources to customers. This plays out in a couple of key ways.
Firstly, [...]

I saw this post on CustomerThink – Automation Overkill – in which Ginny Wiedower correctly points out that automation of customer treatment can result in an impersonal feel and that customers appreciate the “warm fuzzies” that come from personal interactions. While I don’t disagree with her, there are two things worth considering. Firstly, as I [...]

Well, it’s a wrap. That’s the end of the Customer Experience posts.
Enterprise Decision Management, EDM, can be an effective tool in delivering on a true 21st Century customer experience – personalized and cost-effective customer service that builds loyalty and gets calls resolved quickly, even when they are not “calls” at all. EDM delivers value across [...]

While the primary focus of applying EDM to customer service should not be cost containment or reduction, there is still a role for EDM in managing costs. For instance:

With 25% churn and complex IT systems, training costs are a huge problem for call centers.
By automating decisions EDM can reduce the complexity and thus cost of [...]

Personalizing your business is one of those things that never really seems to go out of style and that remains one of the most powerful ways to use EDM. Making a system respond in a reasonable yet personal way to a consumer or other customer is widely, and correctly, seen as a way to bring [...]

There are many views of loyalty but one of the most prevalent and compelling is the idea that large, multi-national, multi-channel organizations must generate the same feelings as local stores, local branches do. The sense that the people with whom you deal know you, value your business, tailor their response to you. Jim Berkowitz in [...]

Continuing this week’s theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers – first call resolution. I saw a nice description of what this means in Tools To Improve First Call Resolution on CRM Daily:
When you call a toll-free [...]

Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations. Customers expectations are rising, demographics are changing, business is more complex and yet the pressure to reduce costs continues unabated. There are many ways in which organizations should think about the customer experience. One [...]

Allan Alter over at CIO Insight had this article on CIOs Rank Their Top Priorities for 2008. Across all categories of company it was interesting that the top items were:

Delivering better service to customers
Improving business processes
Contributing to the creation of new business strategies
Cutting costs

I don’t know about you but I can see how EDM can [...]