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

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 [...]

Wrapping up my responses to John Schmidt’s post on Customer Centricity with a discussion of Mass Customization. John describes this as managing trade-offs and building sophisticated models to customize your response to each and every customer based on their value…

Continuing my responses to John Schmidt’s post on Customer Centricity with a discussion of Process Integration. John describes this as focusing on cross-channel integration using Enterprise Service Bus/SOA technologies to bring data to the point of interaction. Decision management, of…

Tobin Gilman of Oracle presented on Oracle’s BI Strategy. Oracle views Enterprise Performance Management and Business Intelligence as coming together over time and has a single strategy. They see ERP and CRM as having enabling operational efficiencies by driving a process-centric view across silos. Clearly BPM has completed this transition. Yet management processes – reporting, [...]

I was pointed to a post today on the topic of customer service (Another Day, Another Customer-Service Nightmare on the EconoWhiner) that pointed out that companies
need to provide quality service and quality customer service if they’re going to survive an economic downturn as severe as this one?
Now I am not going to pick on AOL [...]

CRM Daily had a nice little article on Customer Retention that reminded me of the example I often use for how the elements of decision management contribute to more effective customer retention decisions. Large organizations spend vast sums on retention – one bank, for instance, spends $1Bn annually – and retention is a perfect candidate [...]

An old friend sent me a link to an article on the Financial Times – How to survive an IT squeeze. I was struck by a couple of quotes:
Scarcity of capital will generate increased competition for the cash that is available. Consequently it will be even more important that businesses do everything they can to [...]

Great comment from monkchips on twitter today:
the key to customer relationship management is to treat your clients as people rather than accounts. everything else follows from that.
Of course the challenge is how to make sure that all the people who work for you and all the systems your clients use do this. While you can [...]