BPM Blogs

Is Your Web site Mere “Wallpaper”?
Jan 26 2012 | Scott Andrick
It can be tempting to overload your Web site with every picture, product and offer that you have.  It’s the proverbial, old-fashioned “throwing spaghetti against the wallpaper” approach.  The reasoning goes something like this: “since it really...
Customer Centricity, customer-oriented architecture, Next best action, PNC, retail banking | Comments (0) »
You're wrong if you think COTS applications will cut telco IT costs
Jan 20 2012 | Russell Palmer
As seen in European Communications.A report last year on the IT priorities of European communications service providers by Oracle and PricewaterhouseCoopers made for interesting reading.
Comments (0) »
It’s Time to Make Marketing Dollars Work Smarter
Jan 18 2012 | Grant Johnson
As we embark on another year with an uncertain and fragile economy looming, one thing is certain: most marketers are wasting money.  In the Web 2.0 world, and given the measurability of all things digital, at least it’s not as bad as the old lament...
Customer Centricity, Geoffrey Moore, Grant Johnson, V. Kumar | Comments (0) »
2012 CRM Technology Trends: How to make the most of each customer interaction
Jan 18 2012 | John Everhard
As seen on Call Center Clinic.
CRM | Comments (0) »
2012: the Year of Doing More with Less! (Part 1 of 2)
Jan 09 2012 | Setrag Khoshafian
Here we are again. A New Year with new resolutions, as well as some old ones we need to renew and try to stick to again! It is also time for predictions. What will the hot trends be in 2012? In technology, Cloud Computing in conjunction with Social and...
BPM, Decision Management, Case Management | 2012 trends, Analytics, BPM, Setrag Khoshafian | Comments (0) »
Future-Ready Government – Powered by the Social, Mobile and Cloud Revolutions of Today
Dec 15 2011 | Krassi Genov
“The public deserves competent, efficient, and responsive service from the Federal Government.”  This opening line from Executive Order 13571, cited on a number of occasions during the Digital Government Institute’s recent Government Customer...
Cloud | Customer Centricity, customer service, Digital Government Institute, public sector | Comments (0) »
Are Companies Really Trying to Deliver a Better Customer Experience…or Do They Just Want to Save Money?
Dec 07 2011 | Steve Kraus
I read an article recently that said one way to sharpen your child’s mind is to engage in family debates. In the Kraus family, we have taken this to a new level – we are debating at the dinner table.  The other night my wife kicked off with, “So Mr...
CRM, Customer Service | CRM, Customer Centricity, customer experience, customer relationship management, customer satisfaction | Comments (0) »
Holiday Musings over the Meaningful Use EHR Incentive Program
Dec 02 2011 | Bill Marshall
The following blog also ran on EMR Daily News here. I see in breaking news that CMS has offered up an early present – a one year extension for meeting Stage 2 ‘meaningful use’ requirements.
Bill Marshall, EHR, Meaningful use | Comments (0) »
Good Customer Service: You Either Get It or Don’t
Nov 21 2011 | Grant Johnson
It seems the chasm between good and bad customer service is growing wider every day.  There are many reasons why this is happening.  First, social media has empowered the consumer to not only voice her opinion, but also to create a rapid shift...
AmEx, CRM, Customer Centricity, customer service, USAA | Comments (0) »
Dragging the Conversation Back to the Customer
Nov 14 2011 | Alan Trefler
Tom Groenfeldt at Forbes did a great job capturing an interesting debate at the panel I was on at the BAI Retail Banking Conference in Chicago a few weeks ago.
CRM | BAI, Customer Centricity, Forbes | Comments (0) »
Syndicate content