23rd
September
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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posted by James Taylor in Analytics, Business Rules |
18th
August
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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posted by James Taylor in Decision Management |
1st
July
2008
I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly.
This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to “just [...]
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posted by James Taylor in Decision Management |
1st
July
2008
One of the things I like to do on the blog is bring attention to those companies applying the principles of Enterprise Decision Management to deliver useful, smart enough systems. I recently came across Strategy DirectorTM from Stratagem Portfolio Services. This uses EDM to deliver analytics and strategy support for collections.
The product is built on [...]
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posted by James Taylor in Decision Management, Product News |
18th
January
2008
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 [...]
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posted by James Taylor in BI, Business Rules, Decision Management |
17th
January
2008
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 [...]
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posted by James Taylor in Analytics, Business Rules, Decision Management |