JT on EDM

Having posted about Zementis - a company that allows you to deploy analytic models into the amazon coud - before I now see that Mathematica is getting in on this whole cloud thing. Personally I think that analytics and decisioning are ideal for operating in the cloud. Analytics take a lot of computing power when [...]

I was pointed to a post today on the topic of customer service (Another Day, Another Customer-Service Nightmare on the EconoWhiner) that pointed out that companies
need to provide quality service and quality customer service if they’re going to survive an economic downturn as severe as this one?
Now I am not going to pick on AOL [...]

Last week I saw a post comparing Best Buy and Circuit City - one thriving and one going into bankruptcy - and it made me think about the role of decision management in Best Buy’s success. I have head Best Buy present various times an a number of elements of their successful customer-centricity strategy are [...]

Recently, Ronan Bradley discussed the challenges for banks in the area of compliance, given the rapidly changing environment. He made three specific points with which I agree and that I think shows the value of a decision management approach for banks and others facing an unknown but difficult regulatory environment in the next year or [...]

Last week I got a chance to catch up with a Dutch company in the decision management space - Be Informed. Be Informed arose out of work within a big systems integrator building complex processes, especially in government, that was unable to find good tools for case management and complex knowledge-based processes. The company [...]

I think alot about how decision management can be used to improve healthcare. Neil Versel is one of the bloggers I read in this space and he had a post this week called “A modest proposal” in which he repeated some comments about the failure of the medical profession to use Clinical Decision Support systems [...]

CRM Daily had a nice little article on Customer Retention that reminded me of the example I often use for how the elements of decision management contribute to more effective customer retention decisions. Large organizations spend vast sums on retention - one bank, for instance, spends $1Bn annually - and retention is a perfect candidate [...]

An old friend sent me a link to an article on the Financial Times - How to survive an IT squeeze. I was struck by a couple of quotes:
Scarcity of capital will generate increased competition for the cash that is available. Consequently it will be even more important that businesses do everything they can to [...]

Great comment from monkchips on twitter today:
the key to customer relationship management is to treat your clients as people rather than accounts. everything else follows from that.
Of course the challenge is how to make sure that all the people who work for you and all the systems your clients use do this. While you can [...]

I just wrote an article for BPM Institute on The Technology of Business (Enterprise) Decision Management. It’s short but, if you want more, Neil and I are working on a multi-vendor study of the technology for decision management that we should have available really soon…