News, Views & Reviews on Digital Process Automation, BPM, Performance Management & IT industry trends
Last week work beamed me to Chennai in Southern India, a city where I was born and had also spent a large part of my childhood. Work has taken me to Chennai often and I am usually booked at a hotel that is not far from where I lived as a kid. The hotel has a lot of nostalgia value for me, for, among other things, it has a swimming pool where I spent a few hours every evening through my…
How will social BPM affect your customer? The possibilities that Social concepts lend to BPM are interesting. Doug Mow used the the right words – Today’s social media reality makes the customer a very influential source of word of mouth pressure both positive and negative. I think the use of the word Influential is very important to note. There has been much said about how Social Media will impact traditional methods of managing functions that involve customer interactions with the…
Updated. A few weeks back, this post of Dr.Natalie provoked several threads of thought on the growing influence of Social Media in business. Besides the obvious benefits of Social Media in Marketing, the biggest benefit from applying Social Media in business is arguably from the customer service function. Twitter for example allows customers to interact with individuals in the customer service functions, establishing several one-on-one communication threads directly. Assuming the agents are sufficiently trained and use the medium effectively, the…
An endless number and combinations of technologies are available for organizations to use, woo and win customers and then keep them happy. There is even a spate of emerging technologies – like Enterprise 2.0, that is going to be immensely valuable in this. But, exactly how valuable? Like I had discussed in one of my earlier posts(Click:The Corrotion of Competitive Advantage), all these technologies are available equally to all players. But, obviously the same technologies or combination of technologies produce…
There is an exercise common to IT service companies that is so very critical that its importance can never be over-emphasised. It brings together the best effort of people from different departments, different roles, different levels and can make a big difference to the course an organization takes. And then there is an activity that is a terrible waste of time, so much so that it can completely drain away and collosally waste weeks or months of collective hard work…
The failure rate of software implementations involving CRM has always been a cause of concern for both vendors as well as buyers. What makes a CRM implementation successful? How can an organization ensure ROI beyond expectations? In tough markets, how can organizaitons be sure to impact topline throught investments in CRM?