retention

Rob Walker kicked off day 2 of PegaWorld talking about Decision Management and the role of analytics in customer engagement. He began by talking about John Boyd and his theory of engagement – the OODA loop – Observe, Orient, Decide and Act (something I referenced in Decision Management Systems: A Practical Guide to Using Business Rules and [...]

As part of our ongoing series on Marketing Decision Management solutions, I got an update from [24]7 recently. Based in Campbell, [24]7 was founded back in 2001 and is focused on helping companies deliver an intuitive customer experience. Still privately held, they were originally focused on managing contact centers, but for several years their primary [...]

With the kick off this week of my blog series on Marketing Decision Management I thought I would highlight a white paper relevant to this topic. If you are interested in using Decision Management to improve marketing and treat customers right, check out this white paper on Managing the Next Best Activity Decision  sponsored by KXEN – No matter [...]

Marketing is a great use case for Decision Management and we see this reflected in the  growing interest in using Decision Management Systems  to improve retention, increase cross-sell and up-sell, develop customers over time and improve customer satisfaction – key objectives of a successful marketing organization. In fact using analytics, especially predictive analytics, business rules [...]

I last got an update from KXEN when they launched InfiniteInsight Genius. Since then they have been rolling out cloud-based analytic applications built around their core modeling engine. In particular they have launched a new product, KXEN’s Predictive Offers, their second cloud-based predictive analytic application. KXEN has historically been focused on B2C companies, especially large [...]

Listening to Marketplace yesterday I heard a piece on AT&T’s new “video bills.” Now I am sure this sounds cute to the folks in the AT&T marketing department and you can just hear the conversation can’t you? Someone points out that people hate their bills, that the customer service people are deluged with people calling who [...]

Medio started in 2004 with a mobile-first focus on predictive analytics for customer engagement and monetization. Since then they have grown to over 80 people with a cloud-based solution designed to help companies boost engagement and monetization opportunities with their customers on mobile and other IP-connected devices. Medio specializes in personalized real-time information and recommendations [...]

I have recently finished a new white paper on Managing the Next Best Activity Decision, sponsored by KXEN. Every interaction with your customers is an opportunity to build your relationship. It could be a personalized marketing offer or proactive customer service. To make sure this interaction maximizes the value of your customer relationship, many organizations are [...]

Causata is a software company founded in early 2009 with a heritage from the online space – behavioral targeting on the web and database marketing. They are headquartered here in Silicon Valley with engineering in London and the team has experience across companies like Touch Clarity, Omniture, Interwoven, DoubleClick, RedHat, Skype, eBay and others. Causata [...]

Some time ago I wrote piece about Talent Analytics. After some discussions with them I realized that my thinking about talent or HR analytics has been too limited. Sure, I have seen how it might help with the kind of recruiting, team management and merger assessments that Talent Analytics does. But Talent Analytics made the [...]

Eric Siegel opened Predictive Analytics World with a view of using predictive analytics in enterprise risk management. Eric began by giving some examples of “macro” risk – single, catastrophic risk events. But his focus, and the focus of predictive analytics, is on “micro” risk – risk-based micro decisions in my terminology. These are risk decisions [...]

I caught up with SAS recently to discuss their high-performance computing products. SAS’ high performance computing products are designed to address some known customer challenges such as underutilized computing resources, rapidly growing data volume and complexity, unnecessary data movement, and slow time to results because underlying hardware infrastructure is maxed out. Add in a general [...]

Toovio was founded by a group of ex-database marketers who have extensive consulting and implementation experience with various marketing, decision management, and analytics products. Their backgrounds in real-time/database marketing in terms of analytics, building tools and using existing products has led them to develop their own solution. What they call their “Service-as-a-Service” (I would call [...]

My old friend Marcia Conner pointed me to this great piece yesterday Investing at the Bottom of the Ladder that discussed how “Companies that invest in their lowest-level employees are more productive and more profitable”. Personally I found this cheering and a nice counterpoint to the outsource everything, always reduce costs no matter what mindset [...]

Helm Interaction Management is a new company, founded in 2009, and focused on solutions related to inbound marketing and customer interaction management.  Helm has developed a suite of inbound marketing products designed specifically for the cloud. With Market Helm™ business users can quickly create and deploy very targeted messages into any customer- or agent-facing application. [...]

I was reading this article on Have you tested your strategy lately? in the McKinsey Quarterly and I was struck by test 10: Have you translated your strategy into an action plan? This struck me because one of the most persistent problems I see in corporate strategy is what I call the “make it so” [...]

Jim Sinur had an interesting post this week – Don’t Get Stuck with Bad Policy/Rule Management. In it he said I think organizations that do not manage their policies/rules may find themselves behind the eight ball a sentiment with which I completely agree. But I would go one step further, organizations that do not manage [...]

Eric Siegel opened Predictive Analytics World with a keynote on Five Ways Predictive Analytics Cuts Enterprise Risk. Predictive analytics is a hot topic these days, with demand in terms of jobs for instance doubling since the beginning of 2009. Yet the audience was really clear that most executives do not get the true power of [...]

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 [...]