Two articles caught my eye yesterday - Robert Nascenzi wrote an article “Real-Time Segmentation Levels the Playing Field” over on Destination CRM while Jeremy Nedelka wrote “The Ultimate Personalized Marketing” over on 1:1. Both articles focusing me in on what I have called “extreme personalization”. Jeremy’s article was a cute story about a school targeting [...]

A collections session next with folks from Adeptra, Fair Isaac and GE Money talking about GE’s vision for virtual collections. The collections environment is extremely bad this year with massive growth in the need for collection agents. Delinquencies are up, problems are up, consumers are stressed. Scores are worsening (credit profiles are worse), payments are [...]

Back on this blog for John Rymer of Forrester talking about dynamic business applications (about which I have blogged before) and how the next generation of systems will be designed for people and built for change. John began by showing a video of a broker’s desktop demonstration built by Adobe and some partners. Brokers are [...]

The Oakland Athletics Score with Mobile Coupons headlined an article about this new approach to delivering coupons. Reading this it seemed to me that this was an opportunity for the Oakland A’s, well known for their use of analytics in player selection, to bring analytics to bear on the marketing operations.
Mobile coupons are constrained in [...]

My friends over on the Diamond Analytics blog posted an update to an old post today where they talked about some recent instances where the ATM is being used as a sales channel. Ron Shevlin had a good comment on the original post about the appropriateness of the channel given queues, screens etc. so I [...]

I spent some time with Peter Docherty of ThinkAnalytics recently, talking about their decisioning product. ThinkAnalytics grew out of K.wiz, a small team focused on the automation of the data mining process. The team had experience in data mining, real-time telecoms monitoring and data compression. They delivered an open, component-based platform with the intent to [...]

This week seems to be my week for customer service lists. Earlier I posted Using decision management to hang on to your customers - a response to a list in a post on CRM Daily. Today I saw a nice post on Jim Berkowitz’s site - Gartner Outlines 7 Initiatives to Improve Customer Experience that [...]

Personalizing your business is one of those things that never really seems to go out of style and that remains one of the most powerful ways to use EDM. Making a system respond in a reasonable yet personal way to a consumer or other customer is widely, and correctly, seen as a way to bring [...]

Improving customer experience while adapting to the realities of the 21st century is going to be a critical skill for organizations. Customers expectations are rising, demographics are changing, business is more complex and yet the pressure to reduce costs continues unabated. There are many ways in which organizations should think about the customer experience. One [...]