It should come as no surprise that data is a critical component in customer communications management (CCM). Given the amount of time consumers spend on computers and smartphones, personal data is collected... View More
A new year brings new resolutions. While digital transformation has been a buzzword for many years, this year, organizations must truly turn their attention to digitization, because consumers will no longer... View More
In my first article about hiring a document management consultant, I highlighted areas that you should consider before making this decision. The guidelines provided were meant to help you to better understand... View More
Information management and privacy haven’t historically been aligned. Managing information through its life cycle—from creation through sharing and collaborating, to disposition—hasn’t... View More
A recent report from market research company IBIS projects the insurance software market will exceed $8 billion in 2016. The company attributed growth in the sector to an increased interest in ... View More
We’ve been writing about shared drive clean-up on and off for the last year. The first article talked about knocking off the low-hanging fruit. The second covered the kinds of ... View More
2016 brought about some interesting changes in the information management industry. Among the big changes in the supplier landscape, we saw Dell acquire EMC, who then sold its Documentum solutions to OpenText,... View More
As we begin 2017, many enterprises are under pressure to improve their customer experiences. It is becoming increasingly common for enterprises to use customer journey mapping tools to understand the touchpoints... View More
Digital transformation was one of the hottest buzzwords of 2016, whether it manifested itself through process automation or the proliferation of the Internet of things (IoT) in the workplace. As more enterprises... View More
As businesses today strive to develop a strong, secure framework for information governance, the first thing they must do is gain a comprehensive understanding of their existing information landscape and... View More
For years, large information technology (IT) shops in Fortune 500 companies were distinctly averse to the idea of relinquishing custody of their data. With the abundance of cloud offerings and the profound... View More
During his 2016 presidential campaign, President-elect Donald Trump largely focused on issues other than technology and information governance policies. Where in contrast, Barack Obama’s policies... View More
The DOCUMENT Strategy Forum (DSF) is pleased to announce the addition of IBM as the official Enterprise Content Management Sponsor of DSF ’17, to be held on May 1-3, 2017 at the Downtown Marriott... View More
Last month, I wrote about the need to dedicate resources for enterprise content management (ECM) in order to have a successful program attain rapid time‑to‑value. I wrote about the need for a center of... View More
Last time, I introduced the idea of employing a software as a service (SaaS) customer communications management (CCM) approach to meet the critical customer experience challenges that lie ahead in... View More
The DOCUMENT Strategy Forum (DSF) is pleased to announce it will kick off its 2017 Conference with a Breakfast Keynote, featuring Forrester Vice President and Principal Analyst Craig Le Clair, titled,... View More
Several DOCUMENT Strategy articles have chronicled the rise of customer experience (CX) within enterprises over the past year or two, but CX has really moved from theory to practice recently. Many enterprises... View More
The DOCUMENT Strategy Forum (DSF) is excited to announce that its 2017 Conference will be held on May 1-3 at the Downtown Marriott on the Magnificent Mile in the heart of Chicago. DSF ’17 is the... View More
Information is indeed the lifeblood of every organization, along with the people who retain and transmit that information. We have established that information is an asset and should be managed as such... View More
Personalizing things is not new. We have engraved items and composed personal letters and communications for centuries, but can we do this economically and efficiently?
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery me
Customer communications surrounding accounts receivable (AR), particularly those regarding overdue payments and the initiation of collections, are among the trickiest to craft given the critical
