CRM = Customer Rejection Management #crm #crmfail #customerservice
CIO / compliance / process / sales

CRM = Customer Rejection Management #crm #crmfail #customerservice

Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be considered a “profit center.” … Continue reading

Standing in the fire hose of data: drowning or refreshing?
CIO / cloud computing / innovation / process

Standing in the fire hose of data: drowning or refreshing?

Big Data is a great topic. Everyone recognises the rise the volumes of data being generated by individuals, systems and devices. There are some fabulous headline figures about data. It is the journalists, analyst and bloggers dream. IT vendors are jumping onto the bandwagon and any analysis and reporting capability they have is being rapidly … Continue reading

Business is Social – the script according to Salesforce.com’s Benioff
CIO / cloud computing / inspirational videos / presenting

Business is Social – the script according to Salesforce.com’s Benioff

If you were one of the 90,000 who attended Dreamforce you would have been swept away in the energy and euphoria that is the Salesforce.com machine. Who couldn’t be. It is now the largest tech conference with 800 sessions, 350 partners and big name bands. And now Salesforce.com has a run rate of $3bn per … Continue reading

Buying champagne, razor blades and nappies/diapers means you are a thief…..
CIO / innovation

Buying champagne, razor blades and nappies/diapers means you are a thief…..

With so much data available to retailers they are starting to be able to anticipate our every whim, and also spot the thieves masquerading as customers. What is making the difference is not data, nor aggregating the data into information, but turning that information into insights. The high powered analytics and business intelligence software made … Continue reading

CIO / process / social media

Why social technology is lipstick on a pig #bpm #socialbpm

Companies entire BPM approaches are being built on staff collaborating to improve processes.  Some critical elements to this –          Process mapping application supports live workshops rather than detracts from workshop. –          Process content displayed via end user web application that has collaborative capabilities (social) when allow discussion linked to a process, document, metric. –          There … Continue reading

CIO / cloud computing / process

So the cloud changes everything? Doh! But not how you expected it to. #bpm

A recent question How do you think the cloud will change BPM? raised by eBizQ got a flurry of conflicting answers. Part of the problem is back to the definition of BPM (process discovery vs process automation vs operations platform). Some of it is possibly a theoretical perspective on  the cloud – the “It is just … Continue reading