Cleaning up shared drives to eliminate redundant, outdated, trivial (ROT) content is pretty easy to do—it has high value for information technology (IT) by freeing up valuable storage, and it has... View More
Improving the customer experience is a key concern of every business, and delivering omni-channel communications is an essential requirement of these strategies. However, delivering transformation in this... View More
Each year, the industry’s leading analysts assess the customer communications management (CCM) landscape using reason, logic, and customer feedback to describe the market to tens of thousands of... View More
We all know it’s important to have a strategy in place when implementing our information management programs, especially in organizations that are large, complex, or heavily regulated, but how many... View More
IBM and other mainframe companies established the concept of software as a service (SaaS) as far back as the 1960s. Since then, SaaS has come a long way in enabling companies to shift electronic content... View More
Last year, I wrote an article titled, “What Does Culture Have to Do with Information Management?" which made the case for addressing culture as a part of any successful information management implementation... View More
What is the value of a piece of mail? A large insurance company or healthcare provider that depends on mail campaigns for customer transactions and marketing initiatives might estimate the cost of a simple... View More
Today, organizations are increasing the deployment of electronic content management (ECM) technologies to support information governance (IG)/records and information management (RIM) goals and to improve... View More
IDC defines digital transformation (DX) as the use of "3rd Platform" technologies (cloud, mobility, data analytics, and social business) to create value and competitive advantage through new offerings,... View More
A lot has been written about the benefits of enterprise content management (ECM). Although most of what I read is correct, it usually only shows a part of the whole subject. So, I wanted to clarify the... View More
There is a crisis in enterprise communications and collaboration—due in large part to the overwhelming technology and application silos that cause a lot of user complexity and confusion. Enterprise... View More
There has been some grumbling in the enterprise content management (ECM) space in recent days. It started with a quiet announcement on Gartner’s blog stating, “ECM is now dead (kaput, finite,... View More
When I talk with folks about workflow issues, the focus of discussion typically turns to technology or the potential use of it. Until we understand the underlying reasons for the issue, technology alone... View More
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
Only the most fervent cord-cutters would be unaware of the many important political changes in 2016 and 2017. There were many, but some of the most important include the pro-Brexit vote in the UK, the... View More
This is typically the time when companies begin to prepare for the coming year. One of the key unknowns is how new approaches, or technologies, will disrupt the status quo. To prepare for the new year,... View More
"Voice of the Customer," a discipline used in business and operations (through Six Sigma, for example) to capture customer expectations and preferences, is an excellent resource to evaluate your products... View More
GMC Software continues to dominate as a Leader in Gartner’s recent “Magic Quadrant for Customer Communications Management Software,” as does OpenText, who has been busy expanding their... View More
Traditionally, the focus of electronic document solutions has been on the large, paper-intensive processes that exist in the front office. The common back-office challenges of contract management, employee... View More
