Governance, risk and compliance (GRC) technology that integrates multi-stakeholder requirements on a single platform is often held out as the holy grail of GRC—especially by GRC vendors. Nevertheless,... View More
Many industries have software vendors who have created specific line-of-business applications to perform particular tasks. These tasks could be as simple as generating a response to an inbound customer... View More
In a recent online debate presented by The Economist arguing “Should companies do most of their computing in the cloud?” noted security, privacy and cyber-terrorism expert Bruce Schneier highlighted... View More
This marks my third year attending the DOCUMENT Strategy Forum (DSF), and each year, I learn something new and talk to interesting people. Some of the ideas are not new, but I did come away with some changed... View More
Whether you’re in insurance, government or any other financial industry sector, the millennial generation has put every industry on high alert and forced executives to rethink their strategies enterprise-wide.... View More
It is fascinating that more and more people are going to universities to gain specialized skills in all sorts of different areas, as well as moving onto master’s and doctorate degrees, which require... View More
It has become popular to disparage the early, mainstream enterprise content management (ECM) companies like FileNet, OpenText and Documentum. The typical comments are along these lines: “They failed... View More
In a previous post, I talked about defining the value of your information assets in terms of revenue—how the business makes its money. Well, the opposite is also equally important: the negative costs... View More
When it comes to the decision-making process, Coach Jimmy Johnson has some good advice. He says, “Give people enough guidance to make the decisions you want them to make. Don't tell them what to... View More
| #1 TOP READ — Software as a service (SaaS), the advancement of scanning and printing capabilities and even mobile technologies are playing a vital role in the evolution of the document outsourcing... View More
In a recent conversation with a vice president, he threw his hands up in frustration as he told me how exasperated he was trying to figure out the cause of a customer crisis. He pointed at his email screen... View More
Watch this short video with our Editor Allison Lloyd for this quick review of Gartner's 2015 Magic Quadrant for the CRM Customer Engagement Center and the trends for customer engagement... View More
When a vendor acquires another product and puts (vendors will say "integrate") that tool within an existing “suite,” it usually comes with a key side effect: overlapping features across multiple... View More
A lot has been written about how mail and electronic delivery can work together. A good example of this is mailing a customer an abbreviated catalog to entice the reader to go online to view the full product... View More
Recently, I took a breather in the United Kingdom (UK) for a few weeks, midway through the spring conference season that we often complain about but secretly really enjoy. Each conference season—both... View More
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
In the digital transformation era, what most needs digitization is multiform content. Enterprise content management systems (CMSes) are how that will get done
