Customer Experience Matrix
JUNE 29, 2007
A few months ago, James Taylor of Fair Isaac asked me to look over a proof of Smart (Enough) Systems , a book he has co-written with industry guru Neil Raden of Hired Brains. The topic, of course, is enterprise decision management, which the book explains in great detail. It has now been released (you can order through Amazon or James or Neil), so I asked James for a few comments to share.
Customer Experience Matrix
JUNE 26, 2007
I found myself wandering the aisles at the American Library Association national conference over the weekend. Plenty of publishers, library management systems and book shelf builders, none of which are particularly relevant to this blog (although there was at least one “loyalty” system for library patrons). There was some search technology but nothing particularly noteworthy.
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Customer Experience Matrix
JUNE 20, 2007
As readers of this blog are aware, I’ve reluctantly backed away from arguing that lifetime value should be the central metric for business management. I still think it should, but haven’t found managers ready to agree. But even if LTV isn’t the primary metric, it can still provide a powerful analytical tool. Consider, for example, data quality. One of the challenges facing a data quality initiative is how to justify the expense.
Customer Experience Matrix
JUNE 18, 2007
I reread Plato’s Protagoras over the weekend for a change of pace. What makes that relevant here is Socrates’ contention that virtue is the ability to measure accurately—in particular, the ability to measure the amount of good or evil produced by an activity. Socrates’ logic is that people always seek the greatest amount of good (which he equates with pleasure), so different choices simply result from different judgments about which action will produce the most good.
Customer Experience Matrix
JUNE 19, 2007
If the wisdom of Plato can’t solve our marketing measurement problems, perhaps we can look to industry veteran Fred Chapman, currently with enterprise marketing software developer Unica. Fred recently gave a Webinar on Marketing Effectively on Your Terms and Your Time which did an excellent job laying out issues and solutions for today’s marketers. Follow-up materials included a white paper Building a Performance Measurement Culture in Marketing laying out ten steps toward improved marketing mea
Customer Experience Matrix
JUNE 15, 2007
As I’ve pointed out many times before, consultants love their 2x2 matrices. Our friends at Accenture have once again illustrated the point with a paper “ Surveying and Building Your CRM Future ,” whose subtitle promises “a New CRM Software Decision-Making Model”. Yep, the model is a matrix, dividing users into four categories based on data “density” (volume and update frequency) and business process uniqueness (need for customization).
Customer Experience Matrix
JUNE 14, 2007
“ SMB SaaS sales robust, but holdouts remain ” reads the headline on a piece from SearchSMB.com Website. (For the acronym impaired, SMB is “small and medium sized business” and SaaS is “software as a service”, a.k.a. hosted systems.) The article quotes two recent surveys, one by Saugatuck Technology and the other by Gartner. According to the article, Saugatuck found “SMB adoption rose from 9% in 2006 to 27% in 2007” among businesses under $1 billion in revenue, while Gartner reported “Only 7% of
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