Using Decision Management to Improve CRM

Thanks for coming to the Decision Management Solutions CRM hub. Here you can find additional information about using Decision Management to improve CRM and to put predictive analytics to work. Decision management can deliver personalization, effective customer retention and much more.

For more information on how Decision Management Solutions can help you improve your CRM processes, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Below are some articles and blog posts that will help you see the potential for decision management in improving your CRM processes and systems.

Articles and White Papers

In this thought-leadership white paper “Smart-Enough Customer Decisions“ written for Montgomery Research, James Taylor (CEO of Decision Management Solutions) discusses how smart-enough customer decisions can improve results for all concerned.

James has also authored several articles:

• Putting CRM to Work
• Analytics in a Multichannel World
• Competing on (customer) decisions
• Better Customer Treatment Decisions.

Blog Posts

Besides these articles, James regularly blogs about the impact of decision management on CRM on the company blog JT on EDM. You can subscribe to the blog here. Here are some posts you might find interesting. First a series on using decision management to deliver a 21st Century Customer Experience:

• EDM and a 21st Century Customer Experience
• Using EDM to improve first call resolution
• Using EDM to keep loyalty where you want it
• Using EDM to personalize your business
• Using EDM to manage call center (and other) costs
• EDM and a 21st Century Customer Experience - Wrap

Next some customer centricity strategy posts:

• Customer Centricity Strategy #1 - Customer Analytics
• Customer Centricity Strategy #2 - Process Integration
• Customer Centricity Strategy #3 - Mass Customization

Finally a few selected posts on related topics:

• Decision Mangement is where CRM goes next
• Here’s how you can deliver extreme personalization
• Here’s another perspective on customer experience management
• Book Review - The Best Service is No Service

If you have suggestions for additional posts, please drop us a line at This e-mail address is being protected from spambots. You need JavaScript enabled to view it