Ginger Conlon had a nice post this week – Don’t Blast. Target. – Think customers: The 1to1 Blog. many marketers are still drawn to the ease of blasting to a broad audience, instead of targeting for maximum impact among those most likely to respond If you are trying to make this transition from blasting to [...]
Customer Experience
I got a chance to sit down with Rob Walker last week for an update on Chordiant Decision Manager. Rob covered some of the new features in Chordiant Decision Management 6.2 as well as some general background that has not appeared in any of my posts before (check out First Look – Chordiant Decision Management [...]
Intalio hosted a launch today to position themselves as The Enterprise Cloud Company. Intalio turns 10 years old this year. They remain a privately held company with 500 paying customers and have passed 50,000 deployed sites in 52 countries. 35 employees and 20 contractors across 14 offices worldwide. Customers cover all industries and business is [...]
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 [...]
A little while ago I got an update from Unica. While Unica may seem like a slightly tangential topic for me it actually is not. Not only do I think that many efforts to adopt decision management start with customer marketing decisions (Unica’s focus as part of Enterprise Marketing Management) but Unica has done a [...]
My podcast with Blake Landau is now available on the Customer Management IQ site. If CRM is your thing, check out my CRM page on Decision Management Solutions – decisionmanagementsolutions.com/crm
Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies: While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot This prompted me [...]
Well I did the Blog Talk Radio thing with Blake Landau this morning and hopefully there are some visitors today as a result. UPDATED: Here’s a link to the podcast – Decision management and CRM. If CRM is your thing, check out the Customer Experience category or this series on using decision management to build [...]
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 [...]
Doug Maddox discussed how Chrysler has worked on warranty waste and performance measures to help prevent and eliminate it. In the past, Chrysler had relied on Expense per Unit Repaired to monitor dealers but this was easily manipulated (high cost repairs could be hidden) and it drove adverse behaviors because dealers would refuse to perform [...]
John Hagen of Trane presented on measuring and improving an effective and efficient warranty process. Trane produces Commercial HVAC systems of every size. Warranty is tricky because they make everything so specific to customers. Trane started a new quality initiative in 2004 because they felt that there were some low hanging fruit. They had warranty [...]
Eric Arnum, editor of Warranty Week, gave an overview of the industry as a whole. Clearly the recession is taking its toll. Starting with new home builders it has spread to RV makers, auto makers, various retailers, GE and others. Warranty is important in many of these company’s challenges and some, like Hyundai, are trying [...]
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 [...]
Syndicated from ebizQ A friend passed on an article titled “When the customer knocks” in which Scott Arnett of Pitney Bowes discussed the power of data to improve customer interactions. Nothing there to cause me to blog you would think. Except that Scott, like too many in the Business Intelligence community, fails to acknowledge that [...]
Syndicated from BeyeNetwork In a recent piece Data Strategy Journal – DATA: YOUR ULTIMATE ASSET Thomas Redman had a nice intro on the value of data: An exercise popular in many training courses goes something like this. The class is asked to imagine a fine antique French desk, recently purchased for $20,000. Atop the desk [...]
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 [...]
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 [...]
Two articles from me that you might like to check out. First in Oracle’s Journal of Management Excellence 2009 February I have a Guest Commentary on The Overinstrumented Enterprise arguing that companies are investing too heavily in monitoring systems while under-investing in making those same systems manageable. This is similar to the argument I made [...]
I recently got a chance to discuss EpiAnalytics product offerings and see a brief demonstration. EpiAnalytics provides contact center analytics to improve customer service and technical support business processes using analytics (including text analytics) and decision automation to automate the manual analysis of leads and support emails. The results are then plugged into an engine [...]
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 [...]
