Dovetail Software Blogs: Are CRM and Customer Service Strangers to Each Other?
“CRM
will continue to be an unsatisfying investment to executives until it
enlarges its focus to include customer service and support. But
enterprise culture doesn’t really understand customer service, and
despite lip-service remains tightly focused on top-line revenues that
derive from the actual sale. Can corporate culture change?”
Widgets to become more interactive
“However,
up until now, most widgets utilize a ‘broadcast’ model: content is
pushed out to users (one way), but, generally, they can’t send content
back (two way).
“However, in addition, users can write and
post their own review from within the widget itself. This data is then
immediately viewable and is also sent back and published onto the main
site”
Unifying Fragmented Security Systems
“One
of the promises of Web 2.0 widgets is that it can take data from
various inputs and output them into various formats, and views. Some of
the more interesting technology like prediction models, state models,
and data aggregation promise to change how information security data is
presented to security engineers.”
The mess we’ve created
“Yes,
this is a mess we’ve created. Providing insecure tools to the
technologically uneducated masses was a security and privacy nightmare
waiting to happen. It’s time technology professionals take
responsibility for providing systems that don’t rely on user knowledge
or participation for security.”
More on BPM - what about Decision Services?
“Tulu Tanrikorur of New York Life wrote Business Process Management 101: The Basics of BPM and How to Choose the Right Suite over on Intelligent Enterprise. It’s a nice summary of various approaches to considering BPM and related software. However, while Tulu considers the role of rules within BPM,
I don’t think he considers the role of business rules as a way to
create decision services and the role of decision services in BPM.
As I have said before, you can over-synchronize rules and processes to
your disadvantage and you should not consider the use of rules
technology in BPM (or BAM or CEP) to be the same as using rules to automate decisions.”
