Welcome to the Cordys blog site. Our blogs feature thought leadership on a wide range of business issues, with a particular focus on Business Process Innovation and how Cordys is helping companies achieve performance improvements in their business operations. Here you'll also find technology blogs in the areas of SOA, BPM and Cloud Computing. Feel free to contact our bloggers and share your thoughts, observations and suggestions.
Customer Experience Management is the perfect compliment to a BPM program. Here’s the question, BPM gurus. Are you in touch with your CEM or loyalty team in your firm? If not, you may want to consider including them in your BPM efforts as another input to informing how you improve processes in your company. Read more
Social CRM is what I call a “bucket term” – people throw all kinds of things into it. In order to define what it might mean, it helps to look at it even more fundamentally. One of the reasons that “social” technology is so interesting is that it allows connections to be established and maintained between individuals without respect to hierarchy or other externally imposed limitations. Social platforms in fact are about driving those interactions/connections, which are necessarily a “bottom up” versus “top down” down phenomena. Accordingly social platforms try to support collaboration between individuals with similar interests and other characteristics indicating compatibility or like-mindedness, in permission based relationships that often times have a notion of role. They all use publish/subscribe models to allow users to express what they wish to accomplish and also facilitate user generated content that makes the entire experience valuable in the first place. So forget Facebook for a moment and think about what social really means in a business context. Read more