At its best, robotic process automation (RPA) transforms the customer experience, cuts cost and increases employee satisfaction. Apply it to predictable, rules-based processes – especially high-volume data operations running 24/7...
Matt Cheung's recent articles
It’s tempting to treat any new regulation as a bureaucratic overhead, a cost to be borne by the business with little upside beyond the avoidance of fines that come with...
Such is its ubiquity in sales and marketing circles, the word ‘seamless’ is in danger of losing all meaning. Therefore, to be reminded of its dictionary definition – ‘having no...
Business process mapping is generally defined as a visual display of the steps involved in a business process from start to finish. Process mapping draws a concise picture of the...
Inefficient processes can be impeding your business without you even knowing. A lack of defined processes often leads to problems with data quality, reduced lead to cash performance, poor customer...
Lead to Cash (L2C) is a core process that every organisation needs to excel at. Providing your customers with a high quality experience that is able to generate revenue is...
Debtor days (aka Day Sales Outstanding / DSO) are a major issue for businesses and can significantly impact on your cash flow. Ask most people how to reduce them and...
Doing business with a large organisation can be extremely complicated, unless you have a structured approach to managing your data. I touched on the need for customer account hierarchies in...
We’ve blogged before about data quality management and some of the key steps to achieving good quality data. Here we’ll discuss some of the finer points of understanding data quality....
It’s a very familiar story: your new CRM system promises to achieve the incredible, but your users can’t stand it, the system doesn’t do what it says on the tin...
When it comes to CRM systems, one of the biggest barriers to long-term adoption is the difficulty associated with maintaining data quality. The accuracy and the usefulness of the data...
“Ignorance more frequently begets confidence than does knowledge.” (Charles Darwin, 1871) “When people are incompetent in the strategies to achieve success and satisfaction, they suffer a dual burden. Not only...