JT on EDM

Syndicated from BeyeNetwork
Last week I posted a couple of times about my impressions from the SAS Global Forum. In one post I said that “SAS customers talk about the great results they get when they put their predictive analytics to work in operational systems” so I thought I should expand on that a little, using [...]

Steve Zannos of NEW Customer Service Companies presented on customer loyalty in an industry with lots of third parties involved. NEW provides service support to companies who sell products and works with 30,000 independent service agents – everything from single technicians to large depots to national networks. They try to drive customer loyalty through this [...]

Syndicated from ebizQ
Tom Davenport had a post today on Microdecisions for Macro Impact that pointed out on the key benefits of decision management, with its focus on operational decisions:
If you can identify a few key microdecisions that can be addressed and improved, you can often dramatically improve performance.
“Micro decisions” is a phrase Neil and I [...]

Syndicated from ebizQ
John Reynolds over on the Thoughtful Programmer had a great post a little while back – 19th Century BPMS. In it he said
I sometime find it useful to describe a BPMS in terms of things and people that you probably would have found in an office or factory in the 1890s
This struck me as [...]

Syndicated from Smart Data Collective
Arthur Hughes (author of Strategic Database Marketing) and Anna Lu of e-Dialog.com presented on predictive modeling for e-mail marketing. Arthur has been developing databases for database marketing for 30 years or so. Initially he focused on databases but found that people could not use them to make money and that led [...]

Last week I saw a post comparing Best Buy and Circuit City – one thriving and one going into bankruptcy – and it made me think about the role of decision management in Best Buy’s success. I have head Best Buy present various times an a number of elements of their successful customer-centricity strategy are [...]

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 [...]

Two gentlemen from Deloitte presented Integrating Predictive Analytics and BRM to Improve Health Plan Member Experience. 80% of healthcare costs are incurred by 20% of members and traditionally the 20% get all the focus. Analytics and data mining get applied to claims, authorization, costs as a result. Segmentation focuses on the unprofitable and unhealthy. Increasingly [...]

Tim Walters of Forrester had an interesting post this week – Is Web Personalization Now A Matter Of “Thurvival”? in which he emphasized that, even in a downturn, getting better at web personalization has a payoff. Now I think personalization is a good thing and the evidence that it results in more engagement, better results [...]

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 [...]