There is a great conference coming up October 26-30 - not only are Neil and I Co-Chairs but readers of the blog can get a discount. We are presenting twice - A Pre-Conference Tutorial Succeeding as a Decision-Centric Organization and a Keynote Competing on Decisions. Because of this you can get [...]

An interesting article on the role of the business analyst in creating a common vision caught my eye this morning. The article focused on creating a common vision but it made me think about maintaining and developing that common vision over time, particularly of the complex logic in a system. Procedural code does not lend [...]

Analytics simplify data to amplify its value
This was a phrase I remember from my friends in the Fair Isaac R&D team. I have no idea if this is original or a well-known analytic quote but I like it. Think about it, most business users would say they want usable, actionable information not just data so [...]

A reader had an interesting question this week. As a comment to Using decision management to deliver intelligent business performance he asked “What makes a company ready?”. I suspect my closing line “The products are, mostly, ready. Whether companies are is another question…” prompted this.
So, what makes a company ready for enterprise decision management - [...]

Elana Anderson had a great post on direct marketing while I was on vacation -Next Generation Campaign Management.
She starts off with three great principles:

Listen to all information provided by customers and prospects — both explicit and implied.
Understand past and present information to determine the best possible marketing action.
Communicate in a compelling, timely, and relevant manner.

All of [...]

Ginger Conlon had a little piece on mobile marketing that caught my eye. This post highlighted the growing importance of mobile devices as both a customer support channel and as a marketing vehicle. I completely agree with this assessment but I think it means that, for both customer service and marketing, we will have to [...]

A reader asked me to blog about GRC - governance, risk and compliance - this week and, in particular, the difference between IT governance and true business governance or what is broadly known as GRC. I have been thinking about this and will write some more posts when I get back from vacation but, for [...]

Chris Skinner wrote a nice little piece on the Future Call Center over on the swift community. He had some nice examples, though he was focused on how the future call center might be using video. What struck me, though, was that decision making is critical to his example. Neither the avatar nor the video-linked [...]

David Rance had a nice piece on CustomerThink called Great Service Has to Be Institutionalized if It Is to Become the Norm. In this post he identifies decision making as important, which I think is true. Now his focus is on culture (very important) but mine is different. What if you used your systems to [...]

Chris Berg wrote a nice piece on Pressure Points that seemed like it was worth highlighting. Chris outlines some great reasons for using business rules and he seems to Believe in business rules (as I do).