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John Myers

Hey all-

Welcome to my blog. The fine folks at the BeyeNETWORK™ have provided me with this forum to offer opinion and insight into the worlds of telcommunications (telecom) and business activity monitoring (BAM). But as with any blog, I am sure that we (yes we... since blogging is a "team sport"...) will explore other tangents that intersect the concepts of telecom and BAM.

In this world of "Crossfire" intellectual engagement (i.e. I yell louder therefore I win the argument), I will try to offer my opinion in a constructive manner. If I truly dislike a concept, I will do my best to offer an alternative as opposed to simply attempting to prove my point by disproving someone else's. I ask that people who post to this blog follow in my lead.

Let the games begin....

About the author >

John Myers, a senior analyst in the business intelligence (BI) practice at  Enterprise Management Associates (EMA). In this role, John delivers comprehensive coverage of the business intelligence and data warehouse industry with a focus on database management, data integration, data visualization, and process management solutions. Prior to joining EMA, John spent over ten years working with business analytics implementations associated with the telecommunications industry.

John may be contacted by email at JMyers@enterprisemanagement.com.

Editor's note: More telecom articles, resources, news and events are available in the BeyeNETWORK's Telecom Channel. Be sure to visit today!

February 2010 Archives

Psst… Business Process Management (BPM) has a “dirty little secret”….

BPM and practitioners of BPM like to craft beautiful and elegant Business Process Execution Language (BPEL) based process solutions with all the “bells and whistles” associated with the “who, what, and when” that those processes should take.  However, they almost never look at how those processes actually perform.  Oh, sure… practitioners of BPM assume that their processes always perform as expected and/or they perform as intended…

But they rarely look back to make sure the process actually delivers the correct results.

AppleResultsA perfect example of this might be the “analyst community” of Wall Street.  While they don’t put their processes in BPEL, Wall Street analysts have their own defined processes that generate results.  However, rarely do they look back to see if their “prediction” results actually match reality.  Recently, I ran across an article by Philip Elmer-DeWitt that does an excellent job of grading the “process results” of Wall Street analysts looking at Apple.  As you can see, not many analysts did a good job of predicting Apple’s recent revenues report.

Unfortunately, there aren’t as many internal “reporters” who give such good graphical representations of the performance of various BPM processes.

In telecommunications, this concept becomes more and more important as telecom service providers rely more on automated processes to provide event processing and product/service order management solutions.  The BPM practitioners are doing a great job of looking at how to design processes, but rarely do they look at the results of their process.  More often than not they leave that someone else….

Do you agree that telecom BPM practitioners rely too heavily on their design and not enough on their results?

Post your comments below or email (John.Myers@BlueBuffaloGroup.com) / twitter (@JohnLMyers44) me directly.


Posted February 9, 2010 8:39 AM
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FlipTheFunnelTelecom organizations have long understood the concept of customer acquisition vs customer retention…. It is much easier to keep and maintain current customers than it is to pay to add new customers.

Joseph Jaffe has a new book out that gives added credence to that relationship and perhaps guides telecom marketing and customer care organizations on how to best utilize existing customer relationships.   Or even better how telecom service providers can utilize their customer relationships to provide partner organizations with value-added experience with the telecom’s customers via either mobile devices or the “new frontier” of IPTV via addressable advertising.

1to1 has an excerpt from the book. My favor segment was the following:

Quotes

    • The sharp and clinical scalpel of digital trumps the blunt hatchet of advertising.
    • The fluid and pervasive conversation washes away the unidirectional current of communication.
    • The meaningful and long-lasting commitment of retention deeply resonates over the superficial and materialistic attraction of acquisition.

The highlighted sections talk directly to how if you have the information about the habits and interests of customers, you can tailor a retention message directly to them.  This allows for those customers to tell great product/service stories to their “friends and family”.  This enhances the value of the resources spent on the retention program.

Telecom service providers have a distinct advantage in providing this directed, pervasive conversation since they have more information about their customers and their behavior than any other organization.  That includes the “800lb gorilla” known as Google…

Do you think that telecoms can capitalize before someone else (google, apple, et al) can? 

Post your comments below or email (John.Myers@BlueBuffaloGroup.com) / twitter (@JohnLMyers44) me directly.


Posted February 4, 2010 2:42 PM
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