Information technology (IT) strategy is complex, as are the systems that fall under the IT infrastructure umbrella. Your enterprise imaging system (print/copy/scan and related document management systems)... View More
Insurance organizations make very substantial investments to attract new customers and reach new markets, only to risk losing loyalty as a result of poor customer communications that can erode customer... View More
My last article, “Let’s Make RFPs Better–and More Definitive,” presented four keys to making your request for proposal (RFP) process more efficient and more valuable. At least one... View More
Most organizations are critically dependent on technology to operate in the modern world. For these organizations, technology risk management often becomes a one-dimensional exercise: an obsession with... View More
When I first discussed participating in this blog for DOCUMENT Strategy, the editor suggested that I address “workflow tools to streamline the full document life cycle” and “end-to-end... View More
We live in a world of change. Business processes change. Procedures change. Regulatory and legal requirements change. Keeping up with all this change can challenge even the best of us. Forms are like small... View More
When I joined this industry as a document designer in the mid-1990s, I used a script-based tool with limited capabilities to visually confirm changes that I made to a document. As a result, I spent a great... View More
The other day, while with a group of friends, someone told us he lived in the penthouse of a building. Most people stopped talking and looked at him. Nobody asked where the building was, the address or... View More
For the last two years or so, a shift has been occurring—and a gap developing—in the customer communications management (a.k.a., document automation) market. More and more analysts, vendors... View More
I\'ve been focusing a lot on engagement lately, whether that be employees or customers. Hey, people do indeed make the world go round! I want to focus this piece, though, on the impact of leadership on... View More
You have spent (and continue to spend) hundreds of thousands of dollars on your website. You have a full-time staff to update the content, monitor traffic and enhance your site. The site is good, or very... View More
We have recently seen explosive changes in the healthcare industry. With governmental legislation, healthcare went from being an industry with a built-in customer base to one in which hospitals, insurances... View More
What does that mean: multidimensional thinking? It really depends on your perspective and role in an organization. When we talk about design and development organizations, multidimensional might mean creating... View More
“Organizations which unify customer communications management (CCM) and web content management (WCM) will receive higher value and improve customer experience versus organizations that keep CCM and... View More
At the risk of offending everyone, why have you made a concerted effort to get all of your paper documents into electronic form but still print out signature documents and send them via costly snail mail?... View More
Pretty much every month, as regular as clockwork, I get a short message service (SMS) text from the same organization. This organization is located in a city that is a several-hour drive from where I live... View More
In Forrester’s latest report “Brief: Ten Trends Will Reshape Customer Communications Management,” Vice President and Principal Analyst Craig Le Clair writes, “Enterprise architects... View More
What is top of mind for senior executives and directors this year? Regulatory changes and heightened regulatory scrutiny, succession challenges, economic conditions and cyber threats, according to the... View More
Project management has been described to be both an art and a science. The science part is easy. The typical project manager tracks numbers and statistics for a week and regurgitates the information to... View More
Since Fortune magazine created the very first Most Admired Companies list and ranking of corporate reputation in 1983, academics and practitioners alike have been constantly defining and redefining the... View More
