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

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

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Posted in Adaptive Case Management, Cloud Computing, Customer Communications, Customer Relationship Management, Mobile Relationship Management, Predictive Analysis

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.

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Posted in Adaptive Case Management, Business Strategy, Customer Communications, Customer Relationship Management

Enterprise Architecture Master Data Process Content Relationship Management ?

The subject of linking Enterprise Architecture efforts and Master Data Management with Business Process Management is now frequently recurring. Let me just say that the direction is an absolute necessity. One approach is the theoretical top-down modeling as employed by

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Posted in Adaptive Process, Business Architecture, Business Strategy

Process is Conversation, or ‘Did you hear the PIN drop?’

Yesterday I flew to Frankfurt after the Gartner ITxpo Symposium in Orlando. At the Lufthansa check-in I asked for an upgrade, using some of my half-million frequent flyer miles. I have done this often before without problems. This time the

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Posted in Adaptive Case Management, BPM, Customer Communications

The Art of Strategy

‘Mastering The Unpredictable’ covers unpredictable, operational processes.  I want to  focus here on the most important knowledge work in the top hierarchy of the business: defining a business STRATEGY. I did post a few weeks ago about my belief that

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Posted in Adaptive Process, BPM, Business Architecture, Complexity, Customer Communications, Executives
Max J. Pucher
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by Max J. Pucher. All rights reserved.
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