I got a quick update from the customer intelligence folks at SAS recently. Customer Intelligence is SAS’ largest solution line (with dedicated sales, marketing and engineering) and they are projecting to have a record year in 2010. SAS describes their SAS Customer Intelligence Suite as providing three core benefits for organizations, each based on a [...]
customer-centric
Portrait Software, now part of Pitney Bowes Business Insight – has a tag line of “Make every interaction count” so, with my focus on micro decisions, I wanted to get an update. Since the early days of Quadstone (acquired by Portrait some years ago) the focus of this team has been to help people get [...]
The fall event sequence is starting and early bird discounts are expiring so it’s time to plan your fall Webinar – Simplifying over-complex processes September 9, 10am Pacific Webinar – Delivering customer centricity across multiple channels, multiple platforms September 23, 10am Pacific Webinar – Implementing analytics? You need business rules October 7, 10am Pacific RulesFest [...]
I just scheduled and announced four new webinars for this fall: Simplifying over-complex processes Delivering customer centricity across multiple channels, multiple platforms Implementing analytics? You need business rules Decision analytics – more than BI and web analytics You can find all my upcoming events in the Events Calendar.
Organizations have multiple channels for interacting with their customers. Each channel has its own platform for valid technical reasons. And each line of business has its own systems while customer data is spread across multiple databases. To deliver customer centricity, organizations need to connect these elements effectively. At the heart of effective customer interactions are [...]
Syndicated from ebizQ William Band at Forrester (@waband) recently tweeted that his next research project was: When to use CRM apps vs BPM tools to improve customer interactions? Pros & Cons of each? I replied that companies should be sure to manage customer treatment decisions too and he asked me to expand on that thought. [...]
Syndicated from Smart Data Collective Some time ago Neil Raden and I did some research on analytics. It was clear as we did this that there were two main threads of analytic use in companies – risk analytics and opportunity analytics. I blogged before on the use of analytics to manage risk one risk at [...]
The nice folks over at IDC let me take a look at IDC – Worldwide Application Development and Deployment: 2010 Predictions. I have a somewhat narrow focus (Decision Management) so only two are really in my zone. First, #10: 10. Decisioning Products Will Be Unified to Deliver a Decision Management Platform This is obviously right [...]
National Australia Bank group (a 15 year Teradata customer) presented on their use of Teradata for multi-channel marketing. NAB has 10.9M customers worldwide and about 38,000 staff. Brock Lynch, from the marketing group within the retail bank, gave an overview of their analytical CRM approach. NAB sees its analytical CRM assets as: Complete customer data [...]
Marc Schroeder presented on Teradata’s customer management portfolio – Teradata Relationship Manager (TRM). Clearly the move to multi-channel, customer-centric customer relati0nships and the growth in data and behavioral data particularly are driving new demands in customer relationship software. Vision: Maximize customer profitability by enabling a comprehensive interactive marketing environment that manages intelligent customer dialogs, leverages [...]
This is a piece I wrote for Chris Pratt’s quarterly financial institutions newsletter The use of technology to automate and manage decisions, especially high volume decisions essential to day-to-day operational execution, is expanding rapidly. Beginning with the consumer credit business, use of decision engines and decision management has spread to all aspects of financial services [...]
When I blogged about Jim Sinur’s session “Business rules are king” at the Gartner BPM Summit I provoked a very thoughtful response from Tom Graves – On business rules. While Tom strongly agreed with the basic implication that organizations need discipline around business rules he identified three concerns, all of which seem to me to [...]
I caught up with a new (to me at least) decisioning platform recently. Scorto works with credit organizations to manage credit risks and make objective decisions when selling mass credit products. They offer what they refer to as decision support (but I would call blended decision management and decision support) in everything from personal/small commercial [...]
It’s the end of day 1 of the Business Rules Forum/Enterprise Decision Management Summit and time to write a wrap up post for the day – no live blogging today as I have too much on as track chair to sit behind my keyboard! Today I got to attend Jim Sinur’s keynote and sessions from [...]
I am presenting at a Unica sponsored webinar with Suresh Vittal of Forrester on Centralized Decisioning. Suresh has some great material on why companies must adopt centralized decisioning to remain, or become, effective marketers. I will discuss the core requirements for a centralized decisioning engine.
CRM Magazine has a great article on decision management this month and it is available on line. As the summary says: Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion. Check it out, along [...]
Syndicated from Smart Data Collective Andreas Weigend, former amazon.com Chief Scientist, gave a keynote on the unrealized power of data. He started with a historical perspective. In the 70s perhaps 10M used computers, mostly in the back office. By the 80s this had reached 100M and the front office. By the 90s the internet and [...]
BusinessWeek had an interesting article in December about the growth of Tesco, a British grocery chain, and on its use of data mining as a competitive weapon. Here’s a quote: Analysts say that Tesco’s big advantage over major international rivals, which also include Germany’s Aldi and Lidl, is its unrivaled ability to manage vast reams [...]
Tom Davenport has done some research into analytics and retail (reported here: Retailers recognise analytics as key to business transformation. Here’s a quote from the new item: Retailers today are searching for ways to derive more customer intelligence, marketing savvy and operational insight from their overflowing databases. In addition to acknowledging that the use of [...]
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…
