customer

Webinar Preview: 3 Questions to Ask About Retail Fraud

Loyal and profitable customers drive top line growth, but fraud losses and other costs can steal away profitability. Every retailer faces the challenge of managing fraud losses while delivering a great customer experience to honest customers. Every retailer worries about operational efficiency. The scale of many retailers means that it is important to keep manual […]

Webinar Preview: Building Customer Engagement and Loyalty

How do I find my most profitable customers and build deeper relationships with them? How can we predict which products will be most popular among our regular shoppers? How can I build stronger customer loyalty than my competition? The answer to each of these questions lies in predictive analytics. Find out more in our upcoming […]

New White Paper – Managing the Next Best Activity Decision

We’ve posted our white paper “Managing the Next Best Activity Decision – Treating Customers Right, Every Time” to the White Papers section of our website. No matter what the context or channel, Next Best Activity allows organizations to optimize each and every decision across the customer lifecycle – from customer acquisition to cross and up-sell, retention, customer service and more. Learn more in […]

Using Decision Management to improve the Amazon Daily Deal

I don’t know how many of you have kindles but my family is awash in them. Several of us get the Amazon Daily Deal emails too and, of course, the kindle displays an advertisement for the daily deal when it is charging or idle. And while all this is fairly up-to-the-minute in terms of marketing it still lacks […]

Decision Management and the idiocy of “video bills”

Listening to Marketplace I heard a piece on AT&T’s new “video bills.” Now I am sure this sounds cute to the folks in the AT&T marketing department and you can just hear the conversation can’t you? Someone points out that people hate their bills, that the customer service people are deluged with people calling who don’t understand […]

Analytics and ending the tyranny of the anecdotal

I was chatting with our VP of business development today and she shared a great phrase that she had heard recently – “the tyranny of the anecdotal.” This refers, of course, to the terrible tendency of people to use anecdotes and stories to make decisions. The regrettable tendency for a doctor to ignore data about […]

What The Economist doesn’t know about the magic of customer service

The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said […]

Webinar: 5 Benefits of Customer Decision Management

Thursday, October 11, 2012 at 10:00 am Pacific, 1:00 pm Eastern Register here. Knowing how to create better, more profitable customer relationships starts with an understanding of the strategic and day-to-day operational decisions your company or organization is making about those customers. If you can better manage these decisions, you can apply them in smarter, […]