I just finished reading The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs and I can’t recommend it too highly.
This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to “just [...]

I am a firm believer in getting the technology for decision management into the hands of those who might use it - I often feel that people just don’t understand what’s possible. The folks over at ILOG have been offering a 6 month JRules trial since last fall. This full version has everything but the [...]

One of the things I like to do on the blog is bring attention to those companies applying the principles of Enterprise Decision Management to deliver useful, smart enough systems. I recently came across Strategy DirectorTM from Stratagem Portfolio Services. This uses EDM to deliver analytics and strategy support for collections.
The product is built on [...]