You will have noticed by now that I have retracted from the rather useless BPM versus ACM discussion. One reason is that as I predicted many years ago, the approach used in ACM has been assimilated by the big BPM…
Blog Archives
Back-Office Applications versus Digital Collaboration
Tagged with: ACM, Adaptive Case management, BPM, digital collaboration, ISIS Papyrus, Max Pucher, process management
Posted in Adaptive Case Management, Customer Relationship Management
Posted in Adaptive Case Management, Customer Relationship Management
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…
Tagged with: ACM, CEM, CRM, customer empowerment, customer experience, employee empowerment, Kurt Vonegut, Steve Jobs
Posted in CRM, Customer Relationship Management, Process, Social Media
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…
Tagged with: ACM, analysts, BPM, CRM, DCM, DOCCM, Forrester Wave
Posted in Adaptive Case Management, analysts, CRM, Customer Communications, Customer Relationship Management
Posted in Adaptive Case Management, analysts, CRM, Customer Communications, Customer Relationship Management
The CRM Control Illusion versus Personal Cloud (VRM)
Forrester Research CEO George Colony recently blogged: ‘We are now in the age of the customer – with buyers using technology to gain control over institutions. That power flows from customers’ newfound ability to seamlessly price, critique, and direct their…
Tagged with: ACM, BPM, CRM, Doc Searls, VRM
Posted in Adaptive Case Management, Cloud Computing, Customer Communications, Customer Relationship Management, Mobile Relationship Management, Predictive Analysis
Posted in Adaptive Case Management, Cloud Computing, Customer Communications, Customer Relationship Management, Mobile Relationship Management, Predictive Analysis
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…
Tagged with: customer engagement, Gartner Group
Posted in Adaptive Case Management, Adaptive Process, CRM, Customer Relationship Management
Posted in Adaptive Case Management, Adaptive Process, CRM, Customer Relationship Management
Customer Experience (CX) is a Mindset
Everyone, and I mean EVERYONE is now jumping on the Customer Experience (CX) bandwagon. As it happens, I have been complaining for years about the lack of CX considerations in the times of maximizing shareholder profit and optimizing company productivity.…
Tagged with: ACM, BPM, business strategy, CRM, customer experience
Posted in Adaptive Case Management, Business Strategy, Customer Communications, Customer Relationship Management
Posted in Adaptive Case Management, Business Strategy, Customer Communications, Customer Relationship Management
An Essay on Reason, Intelligence, and Wisdom
My Subjective Perspective To explain my perspective let me take you back to Dec 27th, 2005. Fooling around with my (adult) kids at the pool I jumped head-first into it, feeling an explosion in my head and a burning pain…
Tagged with: Antoni Damasio, Davd Hume, Douglas Hofstadter, Gatner Group, Intelligence, Machine Learning, Nigel Rayner, Pattern matching, predictive analytics, Reason, UTA, Wisdom
Posted in Adaptive Case Management, Business Architecture, Case Management, Customer Relationship Management, Human Resources
Posted in Adaptive Case Management, Business Architecture, Case Management, Customer Relationship Management, Human Resources
