Customer vs. Company, With Call Centers in the Middle "Thanks
to the Internet many customers have turned back the swords of CRM
through product, service and price research. They return fire with
devastating feedback, spread worldwide at the speed of light. These
ticked off buyers have opened chinks in the armor by publicizing how to
get around the IVR/DTMF and speech rec gatekeepers."
How to Know Customers' Needs Before They Do
"...a relatively new practice, known as 'master data management' (MDM),
is on the rise to help meet the challenge of developing the data
analytics required to better manage service sales as well as other
business processes. MDM provides the capability to mine existing data
sources, and then aggregate and cleanse those data sources to produce a
single data warehouse, which then yields the quality data analytics
that drive service sales initiatives."
First Steps To and Beyond Operational Business Intelligence
"Operational business intelligence (BI) has a focus on day-to-day
operations and so requires low-latency or real-time data to be
integrated with historical data. It also requires BI systems that are
integrated with operational business processes. However, while
operational BI might be part and parcel of operational processes and
systems, the focus is still on changing how people make decisions in an
operational context. To compete on decisions, however, you must
recognize that your customers react to the choices made by you, your
staff and your systems, and that you must manage all the decisions you
(or your systems) make – even the very small ones."
Hidden Business Rule Example
"A business process is not just a sequence of steps. A business
process is a series of decisions and actions. Some decisions are
obvious and can be actively managed. Some decisions are hidden, and
until you discover them, you can’t manage or improve them. Here is a
real-world example of the discovery of a hidden enterprise decision."
The Four Processes of SOA Governance
"As I’ve said in this blog, SOA governance is the combination of
people, policies, and processes that an organization uses to achieve
the desired behavior associated with SOA adoption. This post, not
surprisingly, will focus on the process component. Previously, I had a
post explaining that governance does not imply command and control.
Those two words only bring to mind one of the four processes:
enforcement. There are three additional processes that your governance
effort must also implement. The four processes are..."
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