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 [- Dan Soschin -]
So what is ICM anyway? For starters, ICM stands for "Integrated Customer Management", but what does that really mean? Well, what we're talking about here is leveraging the knowledge about our customers, their activities and our interactions with them. That's quite a bit of "stuff" and it’s why there is so much attention being paid to this subject lately. [Read On...]
 [- John de Wit -]
Did you ever have a customer or prospect complain to your company that they felt like a number? Did you ever have a customer tell you they received bad service while you were trying to close a major piece of business? Did your company ever send a “letter” to your customer telling them they were late with a payment while you were in the middle of a big sale? You are not alone! [Read On...]
[- Ashok Kumar -]
The Gartner Analyst Group identifies Event Driven Architecture (EDA) as one of the hottest technologies with the greatest potential impact on the marketplace over the next several years. Gartner defines EDA as a form of distributed computing, packaging discrete functions into modular components that are easily shared. Additionally these modular units can be triggered by the arrival of one or more event objects. EDA is currently leveraged in the financial sector for trading, as well as in the supply chain, fraud detection, telecommunications and customer contact center management spaces. [Read On...]
 [- Dan Soschin -]
I recently came across Larry Selden's article entitled, "How to Avoid Merger Heartburn" (I've linked to it below, so you can read it in whole) and it got my proverbial wheels turning. After a drawn out email exchange with colleagues in several different departments and across two offices, I knew we were on to something. Larry writes that "70 percent to 80 percent of mergers are considered failures from the perspective of the acquiring stakeholder". Sheesh, that's a hefty number, so why? [Read On...]
[- Dave Wood -]
A modern enterprise is defined, in part, by its business strategies, implemented as a series of practices and supported by a custom integration of mostly commodity information technology infrastructure. Competition, mergers and acquisitions, and the cost of retooling to accommodate new technology combine to ensure that business strategies will change at a rate significantly faster than the support I.T. infrastructure. This whitepaper suggests management solutions that narrow the gap between flexible business strategies and more rigid I.T. infrastructure and examines the following ideas:
- Management solutions that focus on business strategies may differ from offerings of large I.T. integration vendors.
- Acronyms du jour, such as CDI, MDM, EII, DW, BI, KM, and CRM, often disguise the underlying similarities between, or even relative immaturity of, the technologies used to implement them.
- Large I.T. integration projects have a high rate of failure, surpassed only by large I.T. development projects.
- Traditional approaches to integration are compared to an agile integration approach that maximizes the business benefits of existing I.T. infrastructure while reducing risk.
- Agile integration systems can match enterprise data systems with changing business goals while minimizing needs for additional software.
[Download the full whitepaper here]
 [- Aberdeen Group -]
The Aberdeen Group recently concluded a research study to identify what leading organizations do differently from their peers when it comes down to enterprise customer data management. What Aberdeen found was that leading organizations primarily measure the value of customer data management through downstream benefits (KPI's) and/or quarterly data effectiveness indicators. Their research found that companies with "best in class" practices attained greater than 20% annual improvement in three key metrics. [Read On...]
We've combed the 'net for great insight on several hot issues such as customer centricity, integrated customer management and customer data integration. Why? So you don't have to! We think you'll find some great information and compelling facts. Check 'em out:
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