Using EDM to build loyalty to your organization

(Posted by guest blogger, James Taylor) 1:1 Magazine had an interesting post this week titled "Loyal to what" that discussed a challenge for companies trying to build customer loyalty. As the article says, But what happens when those employees succeed...

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EDM and interesting business technology trends

(Posted by guest blogger, James Taylor) I saw this interesting report on the McKinsey Quarterly "Eight business technology trends to watch" and, as many McKinsey Quarterly reports do, it made me want to write something by way of follow-up. It...

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Progressive Financial Services Firms Demonstrate the Value of Predictive Analytics; Decision Services Offer a Path for Others to Follow

Yesterday an article I wrote about Decision Services appeared in the online edition of DM Review’s December 2007 issue ("Decision Services: Pragmatic Real-Time Analytics"). In it, I describe how Decision Services, by providing a framework for managing both business rules and analytics, can pave the way toward adopting predictive analytics.

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What's old is new - personalization is back

(Posted by guest blogger, James Taylor) One of the most common reasons for discussing enterprise decision management, and one of the most common ways in which people want to make their systems smarter, is in personalizing them. Making a system...

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Another way to avoid massive training costs in your call center

I saw a piece on Computerwire by Janine Milne today - "Poor IT Training Costs UK Contact Centers Billions" (subscription required) . Janine made the point that with 25% churn and complex IT systems, training is a huge problem for...

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Customer 2.0, Operational BI and $20M

A series of articles and posts caught my eye tonight. First I read Mike Murphy's article on Meeting the Needs of Customer 2.0: Intelligence All Around (DM Review). Mike discussed the issues and difficulties of serving a new customer, one...

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Using EDM to make call centers work better

I saw this interesting report in the McKinsey Quarterly - Anticipating customer queries in call centers. The article is free if your register and the summary says: A telecommunications company trying to optimize the economics of its call centers hesitated...

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EDM Outta Sight: Invisible Employees and Transparent Decision Services

As a guest Blogger on the EDMBlog, I am obviously a proponent of Enterprise Decision Management and the impact it can have on a company’s operational decisions; you could say I think EDM is “outta sight.” By that, I mean really effective, specifically how EDM can optimize the many, often hidden, decisions underlying an organization’s day to day operations.

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Customer focus with EDM

John Hagel, author of The Only Sustainable Edge (reviewed here), has a nice post on Tests for Customer Focused Companies. I liked his three "big" questions and any organization thinking about using a customer focus as a strategic weapon should...

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McKinsey research of better IT management for banks points to EDM

The McKinsey Quarterly just published Better IT management for banks (subscription required). A nice little summary of some research into the IT operations of banks around the world. The report concludes that, rather than traditional IT concerns such as scale...

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