This week’s white paper is an oldie but goodie – The Case for Centralized Customer Decisioning An Imperative for Every Channel, Every Interaction Marketing understands customers better than any other single group, and should own customer treatment decisions. As marketers strive for a genuine dialogue with their customers, an interactive and personalized experience that builds brand [...]
customer decision management
I presented on 5 Benefits of Customer Decision Management at Teradata Partners this year. Here are the slides: Contact me if you have questions about how to apply customer decision management in your company.
Regular readers know that there is an events category on the blog that shows the upcoming opportunities to hear me speak, attend one of my webinars, or come to a workshop. These get tweeted by me (@jamet123) but for various technical reasons don’t appear on the home page except as part of the calendar widget. [...]
The white paper of the week this week is Responsive Customer Engagement in Banking Relevance, real-time and recency drive improved customer engagement. Banks are facing new competitive dynamics, increasing regulatory requirements, and more demanding customers. Building share of wallet with existing customers is critical to future growth. Banks must create responsive customer engagement by delivering [...]
I am speaking at Teradata Partners 2013 on October 21 at 1:30pm – “5 Benefits of Customer Decision Management” Knowing how to create better, more profitable customer relationships starts with an understanding of the strategic and day-to-day operational decisions your company or organization is making about those customers. If you can better manage these decisions, [...]
I saw this list of Top 10 CIO Business and Technology Priorities in 2013 from Gartner the other day and it caught my eye. In particular I was struck by the potential for Decision Management to impact both business and technology priorities on this list. Obviously one can tie almost anything to a priority like “Increasing [...]
The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said [...]
I am giving a webinar on the 5 Benefits of Customer Decision Management at 10am Pacific/1pm Eastern on October 11 (changed date and time). Knowing how to create better, more profitable customer relationships starts with an understanding of the strategic and day-to-day operational decisions your company or organization is making about those customers. If you [...]
Knowing how to create better, more profitable customer relationships starts with an understanding of the strategic and day-to-day operational decisions your company or organization is making about those customers. If you can better manage these decisions, you can apply them in smarter, more purposeful ways sure to boost the value you reap from each customer. [...]
I am giving a webinar on the 5 ways Decision Management leads to greater customer value with AllAnalytics.com at 11am Pacific on August 8,2012. Knowing how to create better, more profitable customer relationships starts with an understanding of the strategic and day-to-day operational decisions your company or organization is making about those customers. If you [...]
I am giving a webinar with Gagan Saxena (@Gagan_S), CIO of Apple Vacations on A New Approach to Business Design at Apple Vacations on May 22, 2012 at 10:00 am PT, 1:00 pm ET. Gagan and I will present how how Apple Vacations applied Decision Management to redesign the consumer experience and create a “smart system” [...]
A few weeks ago Rob Brosnan wrote a nice piece on the Forrester blog – Is it time for Customer Decision Management? It’s a great piece and he described Customer Decision Management applications thus: Customer decision management applications are tools that tailor the content, products, offers, and next actions presented to individual customers based on [...]
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 [...]
Brent Leary interviewed me last week and posted it on his Social CRM blog. You can read about the interview, and listen to it here: Brent’s Social CRM Blog: Putting Customer Value to Work with Enterprise Decision Management – A Conversation with James Taylor. In it Brent and I mention an upcoming webinar with the [...]
I wrote an article on customer decisioning – To Focus on Your Customer, Focus on Your Decisions – in Frost & Sullivan‘s Customer Contact eBulletin. Enjoy
