Blog Archives

Can A Great Customer Experience Be Designed?

The simple and fast answer? NO! Why not, you might ask? Because of what design really means. The late Steve Jobs said: ‚Design is not about the way it looks but about the way it works!‘ We intuitively know that

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Posted in CRM, Customer Relationship Management, Process, Social Media

Making Sense of Analyst Reports

ISIS Papyrus Process and Communication Platform has been recently evaluated both for its content and its process capability in two independent reports by Forrester Research about Customer Communications Management (DOCCM) and Dynamic Case Management (DCM). These acronyms are unfortunately quite confusing. I do

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Posted in Adaptive Case Management, analysts, CRM, Customer Communications, Customer Relationship Management

Is Customer Engagement and Experience the new CRM?

I am currently traveling on our ISIS Papyrus Roadshow 2013. The theme of our event series – as well as my keynote – is ‘Customer Engagement and Experience’. It was therefore sensible to include an intermediate stop at the Gartner Group

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Posted in Adaptive Case Management, Adaptive Process, CRM, Customer Relationship Management
Max J. Pucher
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by Max J. Pucher. All rights reserved.
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