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The 5 Most Common Application Bottlenecks

The 5 Most Common Application Bottlenecks

Application bottlenecks can lead an otherwise functional computer or...

How Machine Learning Helps Improve the Security Industry

How Machine Learning Helps Improve the Security Industry

We’ve been moving more and more towards computerized processes...

Transformation on a Global Scale

Transformation on a Global Scale

Necessity may be the mother of invention, but it’s...

IT Briefcase Exclusive Interview: As Container Adoption Swells, So Do Security Concerns

IT Briefcase Exclusive Interview: As Container Adoption Swells, So Do Security Concerns

Fei Huang, NeuVector
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6 Marketing Strategies for Your Small Business

6 Marketing Strategies for Your Small Business

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BPM Is Key to Proactive CRM

January 18, 2012 No Comments

As useful as business process management has been in helping companies improve and streamline their internal processes, I think it holds even more promise as a way for them to perform the same kind of magic on their customer-facing processes. Lots of experts seem to feel the same way.

A few months ago, I shared some insights from Temkin Group managing partner and Customer Experience Matters blogger Bruce Temkin about a nascent technology he calls customer insight and action (CIA) platforms. While lots of vendors offer products that purport to help companies monitor and manage customer feedback generated via social channels like Twitter and Facebook, Temkin offered three key differences found in CIA: the ability to pull in information from multiple sources including CRM systems and contact center records to provide a more holistic view of customers, the ability to handle both structured and unstructured data, and a focus on generating operational action rather than simply compiling informational reports.

Read More of Ann All’s Blog on IT BusinessEdge

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