JT on EDM

Tim Walters of Forrester had an interesting post this week - Is Web Personalization Now A Matter Of “Thurvival”? in which he emphasized that, even in a downturn, getting better at web personalization has a payoff. Now I think personalization is a good thing and the evidence that it results in more engagement, better results [...]

Graham Hill wrote a piece on Evidence-based CRM that focused on evidence-based CRM programs and it made me think about evidence-based CRM processes.
To me, evidence-based CRM means customer relationships, and thus customer treatments, that are based on evidence (data) and not judgment, hope, guesswork etc. It means

making offers that you have evidence this customer will [...]

Well at least one more as of today - Jim Sinur, over on his Gartner blog - has finally started to use the phrase he has been threatening to use for a while “Intelligent Decision Management”. While Jim has not published a formal definition - I expect he will soon now he is back at [...]

I am one of the featured speakers in the forthcoming Tibco series on Using Events to Add Real-Time Intelligence. It’s an online event with webinars, “booths”, and real Tibco people available to answer questions. You can register for it here.

I recently past 10 years as a US citizen and, as a result, was returning from Europe with a new passport. To celebrate this occaision the INS decided to put me through a manual check - apparently my name matched someone on the watch list. Now it should be noted that nothing else did - [...]

Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]

There are only 12 Days Left to register for the first Enterprise Decision Management Summit so get off your butt and register!

Neil and I Co-Chairs and 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 [...]

Today Chordiant announced their new Visual Business Director (CxVBD). I saw an early prototype of this some months back and got a more detailed look at the finished product at their recent Customer Advisory Board. I really like CxVBD as I think it shows the critical business value of externalizing decisions. I have yet to [...]

An old colleague of mine, Vaughn Merlin, had a really interesting post this week When Strategy Becomes Continuous. It’s a great post and he makes three key points:

IT strategy is not the point - it’s all about business strategy.
Much ’strategy’ effort is not very strategic.
Strategy formulation and execution are too loosely coupled.

He then quotes [...]

I have been doing some presenting on decision services recently - to SAI in Belgium and at the SOA Symposium - and my old friend Paul Vincent posted about a discussion he and I have been having about the relevance of decision services in an event-driven architecture or Complex Event Processing scenario. Paul makes the [...]