BI SIG: Relationship Dynamics & Business Intelligence
The Monthly Meeting of the Business Intelligence SIG
Terry Jabali, Principal, Applied Relationship Dynamics, Inc
We live in an era of deploying complex initiatives. Creating value is often premised at the heart of any initiative, particularly in CRM. Yet, in a recent analyst report, achieving ROI remains elusive:
- 61% of the reference customers of a major CRM vendor did not achieve the promised ROI.
- 78% of these customers cited that the application's user friendliness as a key challenge
Accordingly, organizations still have a long road to achieving the sought-after maturity level. As an alternative, Relationship Dynamics offers a pragmatic business and IT framework along with a roadmap for mitigating organization performance by harnessing "inter-relations" among enterprise entities.
We will discuss the underlying drivers of business performance and the corresponding dynamics impacting the "Customer Experience." This leads into Relationship Dynamics, enterprise value creation and a discussion of BI considerations.
About the Presenter
Terry is the Principal of Applied Relationship Dynamics, Inc, with over 14 years of consulting expertise. For the past seven years, Terry has been guiding strategic Customer Relationship Management (CRM) initiatives while leading solution architecture efforts for national and global clients. He advises on strategic CRM solutions, customer-centric business process reengineering, call center management, and enterprise-wide performance management while overseeing solution deployment and ROI.
Terry's industry experience spans to Healthcare, High Tech & Manufacturing, Service, State Government, and Telco. Some of his clients include: PacifiCare Health Systems, HP, Microsoft, Motorola, COTT Manufacturing, A.T. Kearney, Budget Rent-a-Car, Vermont Gas, MCI, Colorado Department of Transportation, Wells Fargo Bank, among others. His prior roles included CRM Practice Lead for North America at Clarify - Nortel Networks, a Principal at Computer Sciences Corporation (CSC), Leadership/Marketing Director at the American Society for Training and Development, and a Founder of Fifth Generation Consultants.
Terry has an undergraduate degree in Applied Behavioral Sciences and graduate work in System and Organization Dynamics from MIT and Stanford. He also has CM certification from the Institute of Certified Professional Managers.
Lucie Stern Center
1305 Middlefield Rd.
Palo Alto, CA
6:30-7:00pm registration/networking/refreshments (please arrive before 7:00 PM)
7:00-8:30pm presentation and discussion
$15 at the door for non-SDForum members
No charge for SDForum members
Please call 408.494.8378 for student memberships
No registration required
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