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James Taylor's Decision Management

James Taylor

Using decision management to hang on to your customers

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An article on CRM Daily - The Ten Easiest Ways To Lose Your Customers - and it struck me how many of these can be addressed by the use of decision management technology and approaches:

  1. Automate approvals and other decisions to empower the first person who talks to a customer so they don't get passed around
  2. Use decision management to put the business in charge of configuration of critical decisions so that your software can reflect your policies and data
  3. Don't use crappy technology, personalize it so that the automated systems really help your customers by focusing on them.
  4. Don't train people in arcane policies and procedures, automate them. Then the training you can spare can all go on interaction skills
  5. Reward loyalty by automating the decisions as to what loyalty awards to make to whom when
  6. Help those with communication issues by making sure your systems can act on their behalf without making them talk or listen or write
  7. Use analytic technologies to bring text, especially feedback text, into your systems
  8. Automating decisions means your third parties act the way you would because that is built into the systems they use
  9. Provide better service by making your automated channels more useful so that your staffed channels can spend more time per customer
  10. Use decision technologies to empower local managers to customize and personalize systems to meet local norms

  11. Is decision management the only thing you need to do? No, but it can sure make a difference.

James Taylor blogs about decision-management technologies such as predictive analytics and business rules, discussing how they deliver agility, improve business processes and bring intelligent automation to SOA.

James Taylor

James Taylor blogs on decision management for ebizQ, and is an independent consultant on decision management, predictive analytics, business rules, and related topics.

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