Posts Tagged ‘proactive’

24th April 2009

Dashboards should do more than raise your blood pressure

Syndicated from BeyeNetwork
This headline came from a briefing I got from LucidEra about their spring release and was so good I just had to use it. Think about it – if all a dashboard does is stress you out and raise your blood pressure by telling you what’s wrong without giving you any help as [...]

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posted by James Taylor in BI, Decision Management | 0 Comments

12th March 2009

Driving customer loyalty in a disaggregated industry

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 [...]

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posted by James Taylor in Decision Management | 0 Comments

11th March 2009

Live from Warranty Chain Management 2009 – The Strategic Importance of Warranty

I am at the Warranty Chain Management conference this week and blogging more or less live. Despite the economy there are over 180 attendees as well as a solid core of sponsors. Marc McKenzie, Global Director of Corporate Warranty & Governance from Hewlett Packard gave the opening presentation on the strategic importance of warranty.
HP spends [...]

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posted by James Taylor in Strategy | 0 Comments

28th October 2008

Risk Management at Sun

Risk management is necessary at Sun as new products are constantly being introduced. Each time there are challenges getting information out to people. Also find the same problem repeatedly in different geographies and were challenged to share information about problems and solutions between teams. By 2001 they found over 300 user developed applications supporting risk [...]

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posted by James Taylor in Business Rules | 1 Comment

21st August 2008

Here’s why decision management matters to mobile marketing

Ginger Conlon had a little piece on mobile marketing that caught my eye. This post highlighted the growing importance of mobile devices as both a customer support channel and as a marketing vehicle. I completely agree with this assessment but I think it means that, for both customer service and marketing, we will have to [...]

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posted by James Taylor in Decision Management | 0 Comments

19th August 2008

Using Decision Management to power the call center of the future

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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posted by James Taylor in Decision Management | 0 Comments

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