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IT Briefcase Exclusive Interview: Getting the Most Out of Open Source While Managing License Compliance, Risk, and Security

IT Briefcase Exclusive Interview: Getting the Most Out of Open Source While Managing License Compliance, Risk, and Security

with Kendra Morton, Flexera
In this interview, Kendra Morton,...

Why DEM Matters More Than Ever in Financial Services

Why DEM Matters More Than Ever in Financial Services

Remember waiting in line at the bank? Banking customers...

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How to Transform Your Website into a Lead Generating Machine

Responsive customer service has become of special importance, as...

Ironclad SaaS Security for Cloud-Forward Enterprises

Ironclad SaaS Security for Cloud-Forward Enterprises

The 2015 Anthem data breach was the result of...

The Key Benefits of Using Social Media for Business

The Key Benefits of Using Social Media for Business

Worldwide, there are more than 2.6 billion social media...

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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