CRM or Clientele Service; that is the question!

What to choose between implementing a CRM system and a Customer Service in terms of development and investment priority? And why should we choose, is not your CRM software the foundation on which Customer Service is based?

And for what purpose do we implement a CRM? To serve Sales and support the growth of the business or to serve the Customer and improve the quality of the Customer Experience? Or to inform Marketing to guide them in the development of new products that meet the new needs of customers and allow the company to increase its turnover?

For all this, right? So, “foundation” is perhaps the key word here!

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croix

Custom Software Development is dead. Long Live to Custom Software Development.

Two facts play against custom software development:

  • The market is full of comprehensive software solutions such as Oracle, SAP, IBM, Salesforce, etc.
  • Horror stories are on the side of major software development projects

Considering these facts, over the years companies have chosen to install commercial software solutions (CRM, ERP, accounting software, loan management system, etc.) instead of custom software development.  And in many cases, they replaced a “home” application whose technology was obsolete.

Of course, a lot of time and effort has gone into tailoring these business solutions to “your” reality to turn into customized solutions that really meet your needs. If you encounter one of the two situations below, rest assured, you are not the only one in this situation:

  • You have different systems that do not talk to each other
  • You still have specific business needs that are not met by your commercial software solutions

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Business Process Cycle Optimization

At the base of any IT initiative, there is the need of profitability for the company, this is the objective. And this goal is facilitated by IT, mainly through the implementation of more or less automated processes.

Business processes are as varied as there are business sectors and departments in companies. And the role of IT in most processes is mainly driven by automation and optimization. Ranging from the automation of simple and repetitive tasks to that of complex calculations, all running between multiple systems, multiple entities and users; this generates complex processes, often heavy, and not always effective.

In short, there is a need to get back to the basics and re-examine business processes to evaluate their performance; now, more than ever!

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Your Digital Transformation Strategy

In a MuleSoft survey of 651 IT decision-makers from enterprises with more than 1,000 employees, respondents said integration was a major barrier to digital transformation.

And organizations have a lot to integrate; on average, companies with more than 1,000 employees use more than 1,000 individual applications in all of their businesses.

 

Integration between systems, the pitfall of digital transformation

A common way for businesses to connect applications to each other is to custom code their applications and APIs, often referred to as point-to-point integration.

However, for a company with more than 1,000 applications, this level of tight coupling can create problems when changes, evolutions, or updates occur.

IT decision-makers say that on average, only 29 percent of their business applications are currently integrated or connected.

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customers or employees

The Challenges of Digital Transformation

Digital disruptions continue to weigh heavily on businesses of all sizes and in all sectors, as consumers, customers, employees and partners now expect everything to be accessible on demand, at all times; in short, everything needs to be fully connected.

If your business is already in tune with the digital age, great!

Otherwise, “it’s time to wake up” because we are no longer in the era “the biggest eats the smallest” but rather “the fastest eats the slowest”.

In this second post, which relates the MuleSoft (Connectivity Report) survey of 650 IT decision-makers from companies, more than 1,000 employees, from the US, Australia, Germany, England, Netherlands, Singapore and China, we will focus on the challenges faced by IT decision-makers in their digital transformation project.

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What are your priorities in your digital transformation?

So, do you have a plan? What are your priorities in your digital transformation?

Digital disruptions continue to weigh heavily on businesses of all sizes and in all sectors, as consumers, customers, employees and partners now expect everything to be accessible on demand, at all times; in short, everyone and everything needs to be fully connected.

Beyond customer experience, we are talking here about the global brand experience, regardless of the user’s identity.

To thrive in the digital economy, businesses need to become more agile. They must also develop and market new products and services more quickly.

If your business is already in tune with the digital age, great!

If on the contrary, your company has incurred a technological debt in the last years, “it’s time to wake up or else”. In this post, we report on a MuleSoft survey of 650 IT decision-makers in companies with more than 1,000 employees from the US, Australia, Germany, England, the Netherlands, Singapore and China.

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Intelligence artificielle

Before Thinking Artificial Intelligence and Big Data, Think Data Strategy

According to Harvard Business Review, before thinking about AI and Big Data, companies should think Data Strategy because cross-sectoral studies show that, on average, less than half of an organization’s structured data is actively used to make decisions and less than 1% of its unstructured data is analyzed or used.

More than 70% of employees have access to data that they should not, 80% of the time of analysts is devoted to the discovery and preparation of data. Data breaches are common, unreliable datasets are spreading in silos, and enterprise data technology often does not live up to demand.

Having a Chief Data Officer (CDO) and a data management function is excellent but not necessarily possible in all organizations. On the other hand, each organization should, at its level, define a coherent strategy for the governance, analysis and deployment of information assets (data).

In short, a Data Strategy!

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Code de data

3 sources of actionable data for the benefit of your company

According to a recent New Vantage Partners study, many large firms are still lagging behind and not making the most out of the 3 sources of actionable data for the benefit of their company. However, everyone is gargling Big Data and Artificial Intelligence in recent years; amazing, no?

Even more, according to another Forrester study, 73% of enterprise data is not used!

The good news is that all companies can still do well with the implementation of a Data Strategy. Especially since the main obstacle to implementing such a Data Strategy is the “People”, according to New Vantage Partners.

 

Towards a data-driven enterprise culture

Indeed, the same study reveals that for nearly 50% of companies, Personnel is the main source of resistance to change towards a data-driven enterprise culture.

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Data Idea

Take full advantage of your business data, an invaluable asset!

While diving in Big Data and Artificial Intelligence is booming, many companies are still struggling to take full advantage of their business data, leaving dormant an underutilized asset with enormous potential.

Which is surprising to say the least since the vast majority of companies have implemented technologies that have accumulated billions of billions of data over the last two or three decades. We are talking about Big Big Data.

 

Your business data, an underused or underestimated asset?

A recent New Vantage Partners survey of 60 large companies, reviewed by Harvard Business Review, revealed that the majority of these companies have plunged into the world of analytics for a long time but very few have actually implemented a data-driven enterprise culture.

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Best practices for backing up IT Project Documentation

There are good practices and best practices for backing up IT Project Documenation; just as in everything else.

In the first two posts of this series about IT project documentation, we dealt with the “what” or what to document and the “how” or if you prefer the format you should use.

In this post, we will not discuss the “why” but the “where” to save the documentation.

If you think this post is the poor little brother of the two previous ones, think again. Too often, the IT Project documentation is not consulted because it is not easily or readily accessible and, for the same reasons, the documentation is often out of date.

To determine the right place to save your IT Project documentation, there are 3 factors to consider:

  • What documentation must be made available?
  • Who are the users or readers?
  • What is the frequency of consultation (reading and updating)?

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