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2017 State of Technology Training

2017 State of Technology Training

Pluralsight recently completed an in-depth survey of 300 enterprises...

IT Briefcase Exclusive Interview: Keeping Your (Manufacturing) Head in the Clouds

IT Briefcase Exclusive Interview: Keeping Your (Manufacturing) Head in the Clouds

with Srivats Ramaswami, 42Q
In this interview, Srivats Ramaswami,...

IT Briefcase Exclusive Interview: New Solutions Keeping Enterprise Business Ahead of the Game

IT Briefcase Exclusive Interview: New Solutions Keeping Enterprise Business Ahead of the Game

with Sander Barens, Expereo
In this interview, Sander Barens...

IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

with Shawn Moore, Solodev
In this interview, Shawn Moore,...

Driving Better Outcomes through Workforce Analytics Webcast

Driving Better Outcomes through Workforce Analytics Webcast

Find out what’s really going on in your business...

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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