| Customer Insight Tools Walker’s IT experts will share their ideas on bringing creative and innovative solutions for leveraging customer insights across the enterprise. |
I read a great article recently about the impact of decisions made by customer facing associates. It emphasizes the importance of execution and impact on the business if these associates do not have a framework to build their decision making process. The author challenges readers to think about the "microdecisions" our organizations have addressed and what kind of improvement processes are in place.
Associates that interface with your clients need to have the proper tools in place to provide customer intelligence for decision making. Using the right technology to deliver this intelligence in an integral part of a customer focused organization. No matter what type of information your associates need for effective decision making, a well-thought set of tools will enable the process.
http://blogs.harvardbusiness.org/davenport/2009/03/microdecisions_for_macro_impac.html
Mike Schwarz
Team Leader - Information Solutions
Associates that interface with your clients need to have the proper tools in place to provide customer intelligence for decision making. Using the right technology to deliver this intelligence in an integral part of a customer focused organization. No matter what type of information your associates need for effective decision making, a well-thought set of tools will enable the process.
http://blogs.harvardbusiness.org/davenport/2009/03/microdecisions_for_macro_impac.html
Mike Schwarz
Team Leader - Information Solutions
It is time to integrate the voice of the customer
Monday, February 23, 2009 by Customer Insight ToolsThere are no technical reasons why you shouldn't have customer insights integrated in your enterprise applications. The old excuses of “I’ll never get the IT resources required to pull it off”, “My budget isn’t big enough”, and “It just isn’t important enough to my organization” are no longer valid.
The following article by Rick Sherman (Beyond ETL & Data Warehousing - http://supplement.information-management.com/dataintegration/20090102/?pg=2) talks about data integration not being like it use to be. Large custom IT projects to integrate a new stream of data into your enterprise applications are just not needed anymore (although some IT groups think they are!).
A quote from the article says it all:
“... companies have lost opportunities to harness information as a corporate asset. “
Don’t be one of these companies…
Mike Grindstaff
VP, IT Product Portfolio Manager
Walker Information
I came across an article this week that caught my attention(googleblog.blogspot.com/2009/02/eye-tracking-studies-more-than-meets.html). Not only is it amazing technology and great design information, it reinforces a question we always ask when embarking on a new IT project: What is the objective and what problem are we trying to solve?
In this case, Google wants to present the most relevant results to the first place end users look on the page. As I read the article, I kept thinking to myself "wow, this makes so much sense". I like it because I can appreciate all of the technology that went into making this easy for the end user and how much they were really able to focus on the core question.
IT projects inevitably become complex as we dive into the details, but the end solution doesn't always need to be. After all, most of the time we are trying to make complex problems simple. A huge component of success is how much of the complexity you can hide and what you can automate for the end user. I think they nailed it by focusing on the core objective and never losing site throughout the design process.
Mike Schwarz
Team Leader - Information Solutions
In this case, Google wants to present the most relevant results to the first place end users look on the page. As I read the article, I kept thinking to myself "wow, this makes so much sense". I like it because I can appreciate all of the technology that went into making this easy for the end user and how much they were really able to focus on the core question.
IT projects inevitably become complex as we dive into the details, but the end solution doesn't always need to be. After all, most of the time we are trying to make complex problems simple. A huge component of success is how much of the complexity you can hide and what you can automate for the end user. I think they nailed it by focusing on the core objective and never losing site throughout the design process.
Mike Schwarz
Team Leader - Information Solutions
Welcome to the new blog on Customer Insight Tools.
Friday, February 6, 2009 by Customer Insight ToolsMy name is Mike Grindstaff. Several of my colleagues and I will try to provide valuable insights around using technology to leverage customer feedback throughout your organization.
We will comment, summarize or just refer to insightful articles that we have come across that are discussing the latest thinking around this topic. We hope you will find these posts beneficial as you navigate your way through the challenges of using customer feedback to drive your business success.
We hope you will join in the conversations; please share your comments and suggestions with us by adding comments to specific posts or sending email to customerinsighttools@walkerinfo.com.
Happy reading!
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