Enterprise Decision Management - a Weblog

Live from InterACT - Bernhard Nann's Keynote

(Posted by guest blogger, James Taylor) Back to this blog for a session on Fair Isaac's product road map presented by Bernhard Nann, Fair Isaac's CTO. Fair Isaac is in the middle of a major evolution in their decision management...

Using EDM to build effective sales scripts

Posed by guest blogger, James Taylor) CRM Daily had an interesting piece on the power of scripting sales. The article's main focus was on how to disqualify bad prospects quickly but it made me think about the power of Enterprise...

Rewards? Experience? Loyalty? EDM!

Posed by guest blogger, James Taylor) I saw a couple of interesting posts when I returned from IBM's IMPACT show this week (blog posts here) -Jim Berkowitz on Want Customer Loyalty? Improve Customer Experience First and Ginger Conlon on Making...

Call for Presentations - the new EDM Summit

How are you integrating business rules and analytics? How are you adding intelligence to your business processes? How are you putting analytics to work in your operational systems? How, in other words, are you using Enterprise Decision Management (EDM) to...

Adaptive Business Applications with EDM

(Posed by guest blogger, James Taylor) I have been thinking about adaptive applications recently and about what makes an application adaptive (see my twitter stream for instance). This seems like an important topic as people throw "business agility" and "agile...

Using EDM to make your ATMs into a sales channel

(Posted by guest blogger, James Taylor) My friends over at the Analytical Engine had an interesting post this week - ATM Machines As A Sales Channel. Their focus was on pre-approved offers and the possibility of loading them onto the...

Customer Interaction Management needs EDM

(Posted by guest blogger, James Taylor) It seems to be customer interaction week (month) on my blogs. Today I finished reading an article that prompted this post - Service-Oriented Customer Interaction Management by Ashutosh Roy of eGain. There was a...

Using EDM to deliver event-based marketing

(Posted by guest blogger, James Taylor) Adam Sarner at Gartner published Five Steps to Successful Event-Triggered Marketing last week. The abstract of this paper says: Successful event-triggered marketing is a process of identification, categorization, monitoring, optimizing and executing. Marketers that...

Getting Started with Adaptive Control

(Posted by guest blogger, James Taylor) As I talk to more companies adopting EDM (and more companies delivering it), it is increasingly clear that the role of adaptive control cannot be understated. Simply put, adaptive control is the systematic testing...

What's old is new - personalization is back

(Posted by guest blogger, James Taylor) One of the most common reasons for discussing enterprise decision management, and one of the most common ways in which people want to make their systems smarter, is in personalizing them. Making a system...

How can your decision services get new experiences?

(Posted by guest blogger, James Taylor) I recently started reading an interesting new blog - the Decision Strategist - and saw a post titled New Experiences Improve Decision Making. It was an interesting (if short) post that made the critical...

Live from ITARC - Making your systems smart (enough)

I presented today on Making your systems smart (enough). The slides are below and reference a number of elements from Smart (Enough) Systems. Technorati Tags: agility, architecture, BPMS, BRMS, business agility, business rules, decision management, decision service, decision-centric, EDM, enterprise...

Using EDM to make call centers work better

I saw this interesting report in the McKinsey Quarterly - Anticipating customer queries in call centers. The article is free if your register and the summary says: A telecommunications company trying to optimize the economics of its call centers hesitated...

Getting in the loop

Great article on the Observation, Orientation, Decision, Action (OODA) loop by Dag von Lubitz in DM Review. Dag nicely summarizes and explains the work of Col Boyd's OODA loop in the article and I would highly recommend the article to...

"Taking off" with enterprise decsion management

Ajay Kelkar had a comment on - Live from Teradata (almost) - Improving Customer Experience with EDM. Ajay made the point that a business entering "take off" stage is particularly interesting as there is a belief that you should get...

Analysis and creativity in decision-making

Scott Thurm recently wrote a piece in the WSJ Marketplace section - Now, It's Business By Data, but Numbers Still Can't Tell Future. He talked about the growing trend of trying to run companies more analytically, more "by the numbers",...

Using EDM to meet CRM challenges and use what you know about your customers

Two articles in CIO magazine caught my eye this week. Firstly, Meridith Levinson wrote Getting to Know Them, an article about some award-winning systems. This was a great article and a couple of things occurred to me as I read...

Yahoo's senior marketer tells you to use EDM (kinda)

I was reading this interesting McKinsey report - Confronting proliferation ... in online media: An interview with Yahoo!’s senior marketer. In this report Cammie Dunaway, CMO for Yahoo, talks about how Yahoo is coping with the explosion of choices and...

Evidence-based management and EDM

I saw this article over on BI Review - Evidenced-Based Management - Business Wisdom, Part 2. A good article that summarizes some of the key principles from the book (which I reviewed here and highly recommend). A focus on evidence...

Book Review: Hard Facts, Dangerous Half-Truths and Total Nonsense

On the plane over I finished Hard Facts, Dangerous Half-Truths And Total Nonsense: Profiting From Evidence-Based Management by Jeffrey Pfeffer and Robert Sutton. This excellent book lays out why and how companies fail to drive their business based on evidence,...

Using decisioning to build the healthcare payment of the future

I saw this report from McKinsey - Overhauling the US health care payment system (subscription required). Their summary has three key points: The hugely inefficient US health care payment system is ripe for transformation. The inefficiency is concentrated in the...

Picking an EDM pilot

When I was reading Scott Ambler's book, The Enterprise Unified Process, he had some great tips for picking a pilot project that I thought I would shamelessly steal and adapt for a discussion of pilot projects for enterprise decision management...

Using EDM to respond to trends in Financial Services

Guillermo Kopp over at Tower Group wrote this piece - Top 10 Trends in Financial Services: New Approaches in a Changing World (subscription required). It is an interesting paper, though I hope he will write some follow-up pieces as there...

Shameless commerce: Smart (Enough) Systems

As some of you know by now I have been working, with Neil Raden, on a new book. As the files shipped to the printers yesterday, I thought I would take the opportunity to shamelessly plug the book here on...

EDM and Customer Centricity

Suresh Vittal over at Forrester wrote a nice little piece this week - "Eight Marketing Technologies That Enable Customer Centricity" (subscription or purchase required). He does a nice job of discussing some of the challenges and identifying technology both for...

Wells Fargo's Home Page Uses EDM

(Posted by Guest Blogger, and Amateur Webmaster, Ian Turvill.) James recently posted on the value of applying predictive analytics and the broader Enterprise Decision Management concept to the design of corporate home pages. As prescient as ever, James entry was...

A home page is a decision

I saw this post by Seth Godin - Blow up your home page - and it made me want to point out that when a customer or prospect visits the "home page" of your site, it feels to them like...

A White Paper on Customer Decision Engines

Ian pointed me to this white paper today - The Customer Decision Engine (free registration required). Unica published this about a year ago but I just saw it today. It's an interesting paper and prompted me to blog about this...

Personalization (again)

Over the last couple of days I have been pointed towards a couple of items that made me think some more about personalization and the fit of enterprise decision management, EDM, with the kind of targeting and focusing that personalization...

Continuous Optimization

In a piece of curious timing, I saw this new report by Jim Sinur and Bill Gassman of Gartner - "Continuous Optimization: A Primer". It's curious timing as I just finished a series on adaptive control. This is an interesting...

Adaptive Control: Decision Analysis

Continuing (and completing) the series on Adaptive Control: Why do you need Adaptive Control? What's a basic technology approach for Adaptive Control? What is Champion/Challenger? What is Experimental Design? How do I do Decision Analysis? - This Post Decision analysis...

Adaptive Control - Experimental Design

Continuing the series on Adaptive Control: Why do you need Adaptive Control? What's a basic technology approach for Adaptive Control? What is Champion/Challenger? What is Experimental Design? - This Post How do I do Decision Analysis? Experimental Design is a...

Adaptive Control: Technology Architecture

Continuing the series on Adaptive Control: Why do you need Adaptive Control? What's a basic technology approach for Adaptive Control? - This Post What is Champion/Challenger? What is Experimental Design? How do I do Decision Analysis? To support adaptive control,...

Adaptive Control: Champion/Challenger

Continuing the series on Adaptive Control: Why do you need Adaptive Control? What's a basic technology approach for Adaptive Control? What is Champion/Challenger? - This Post What is Experimental Design? How do I do Decision Analysis? Champion/Challenger is an important...

Why do you need Adaptive Control?

Why do you need Adaptive Control? - This Post What's a basic technology approach for Adaptive Control? What is Champion/Challenger? What is Experimental Design? How do I do Decision Analysis? The first issue to consider with Adaptive Control is why...

Using EDM to deliver Relationship-Based Pricing

Mary Pilecki at Forrester just published Turning Pricing Optimization Into Relationship-Based Pricing (subscription required) about using pricing optimization as part of a financial services institution's relationship strategy. The summary of the document says: Consumers are beginning to look at their...

Predictive Modeling

Ozgur Dogan wrote a nice, if short, article on Advanced Predictive Modeling Made Simple (Sort of) for Chief Marketer that came my way today. He makes three good, clear points in the article: Segment your customers Absolutely, Good segmentation can...

"Blogging Live" from InterACT Lisbon: "How EDM Really Works"

"How EDM Really Works" at InterACT introduces the concepts of decision automation and predictive analytics.

Enteprise Fraud Management requires Enterprise Decision Management

Rodney Nelsestuen over at Tower Group recently wrote this piece "Fraud Management: Covering the Basics, Extending the Value". There was a lot to like in this report and, if financial services fraud is something you care about, I highly recommend...

Live from InterACT (not really): The Future of Analytics

This session was given by one of my favorite speakers, Larry Rosenberger. Larry is the head of Analytic R&D for Fair Isaac and the former CEO. Larry is always fun and often good at challenging the audience to think differently....

Customer Segmentation to increase profits

Customer segmentation is often the first kind of analytics attempted by a company. It is not, however, only for "newbies" - even the most sophisticated companies can use better segmentation to drive better results. Take Barclaycard, one of Europe's largest...