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2007 Articles

Using Continuous Customer Conversations to Grow
(Small Company/Big Image – January 2008)

IT and marketing in harmony
(Precision Marketing – January 25, 2008)

In a different place
(Data Strategy online – January 2008)

Knowing me, knowing you
(Financial-i – Q4 2007)

Intelligent Enterprise 2008 Editors' Choice Awards: Chordiant profiled as one of six 'companies to watch' in the Enterprise Applications space
(Intelligent Enterprise – January 2, 2008)

Putting conversation into CRM
(Total Telecom – December 3, 2007)

Smart Customer Interaction Reduces the Demand for Data and Improves Response Time
(Customer Think – November 12, 2007)

Keeping CRM Implementation Simple
(TechNewsWorld – October 29, 2007)

Chordiant Sheds Light on Social Media Transparency
(Ignite Social Media – September 12, 2007)

Focus Puts Chordiant in Tune
(Investor's Business Daily – September 5, 2007)

Service with a Sale
(Marketing Direct – July/August 2007)

Insurance.com Optimizes the Customer Experience, One Segment at a Time
(Intelligent Enterprise – July 23, 2007)

Do the Right Thing: The Customer Experience Advantage Over CRM
(Intelligent Enterprise – July 22, 2007)

Chordiant and the Customer Experience Revolution
(Bloor Research Report – June 27, 2007)

Broadband providers need new tactics
(No link available)
From Rob Walker, VP of decision and marketing, Chordiant. According to research by Enders Analysis, Britain’s broadband boom is slowing. Consolidation will bring fewer new adopters and highlight the need to entice customers from rivals rather than using low costs to chase fresh prospects. Customers will look for carriers to provide more personalized experiences that better meet their needs as individuals.
(NewMediaAge – June 21, 2007)

Hype Cycle for P&C Insurance, 2007
(No link available)
Property and casualty insurers must adopt new technologies to enable market growth and competitive differentiation. Insurers must also improve core system capabilities, such as underwriting, policy, claims and distribution channel management.
(Gartner Industry Research – June 19, 2007)

Can’t get no satisfaction?
(No link available)
Customer satisfaction is closely linked to the length and profitability of the relationship individuals have with a business. Employee satisfaction has a direct correlation to levels of customer satisfaction. Studies have repeatedly shown these links and nobody disputes the model. So why do so few organizations manage to convert this understanding into positive action? ...It is possible to improve performance, but only by making wholesale changes to processes. As Rob Walker, vice-president of decision and marketing at Chordiant, says: “In most of our engagements, companies feel they are struggling with making the most of customer interactions.”
(Precision Marketing – June 15, 2007)

Data unlocked
(No link available)
Analytics software has become so sophisticated that its potential is almost unlimited. However, few marketers realize what a difference it can make. David Barrow, vice-president vision, Chordiant Software, says having marketers use the software directly benefits the business because more work gets done. “You get higher throughput because there are more people with business understanding than deep statistical understanding and you make it responsible to business timescales,” he says. “You get a better price and broaden the knowledge base if the users can satisfy their own requirements.”
(Direct Response – June 2007)

Opinion: Get on board and get the experience right
(Utalkmarketing.com – May 23, 2007)

Chordiant Gets Patent for Predictive Technology
(No link available)
Chordiant has been granted a US patent for predictive analysis technology included in its Cx (customer experience)-branded CRM suite, nearly four years after it was first filed. Ian Pitt, CTO of Cupertino, California-based Chordiant, said that the patent covers an internally-developed algorithm that increases the predictive accuracy of customer behavior and propensity across various business decision points, such as product purchasing, retention and risk.
(ComputerWire – May 17, 2007)

Chordiant Awarded US Patent and Trademark for Predictive Decisioning
(B-EYE-Network – May 16, 2007)

In Brief: Chordiant Offers Collection Scoring Tool (Corrected)
(No link available)
Chordiant Software Inc. of Cupertino, Calif., says two card companies helped it develop a collection system that uses predictive analytics to score a borrower's likelihood of repaying a delinquent loan. Bill Brown, the director of card product marketing at Chordiant, would not identify the companies, except to say one of them is among the top five issuers in the country. Chordiant announced the general availability of the Collections Manager system Monday. It is designed for the "low-prime, mid-prime market," Mr. Brown said in an interview. "It's about not just minimizing your loss through your collections effort, but developing new customer relationships," he said. The system uses 20 sets of data elements to help collectors choose the most appropriate approach for each customer, Mr. Brown said. Chordiant says its financial customers include Barclays PLC, Canadian Imperial Bank of Commerce, Capital One Financial Corp., and HSBC Holdings PLC.
(American Banker – May 11, 2007)

Chordiant Revolutionizes Collections for Global Financial Institutions
(CRM Today – May 4, 2007)

Contact centres: Get personal
(No link available)
With marketing-savvy consumers demanding to be contacted in a way that suits them, systems providers have to approach message consistency and data analysis in new ways. In this scenario, brands should think of each conversation, whatever the channel, as part of a consumer's journey, says David Barrow, president of vision for the solutions architecture division of Chordiant, a provider of contact centre software. Its systems collate information across channels to ensure that agents carry out the 'next best action' in their conversations with customers, avoiding conversations that in the past may have been characterised by a clumsy upsell.
(Direct Response – May 1, 2007)

Chordiant Software introduces new Collections Manager
(No link available)
Chordiant Software Inc (Nasdaq:CHRD), a provider of Customer Experience (Cx) software and services, announced on Monday (30 April) general availability of Collections Manager, a new software application that allows financial institutions to build customer loyalty through their collections efforts.
(Worldwide Computer Products News – May 1, 2007)

Chordiant Launches Collections Tool
(BankNet 360/Collection Technology – May 1, 2007)

In Brief: Chordiant Offers Collection Scoring Tool
(No link available)
Chordiant Software Inc. of Cupertino, Calif., says two card companies helped it develop a collection system that uses predictive analytics to score a borrower's likelihood of repaying a delinquent loan. Bill Brown, the director of card product marketing at Chordiant, would not identify the companies, except to say one of them is among the top five issuers in the country.
(American Banker – May 1, 2007)

Chordiant Takes the Pain out of Collections
(Destination CRM – April 30, 2007)

Industry Experts Call for Directors to Take the Lead If Customer Experience is to Avoid the Mistakes of CRM
(CRM Today – April 30, 2007)

Fairmont plans BI overhaul for centralized view of guests
(ITBusiness.ca – April 18, 2007)

SINGLE CUSTOMER VIEW: New view in due diligence
(No link available)
In mergers and acquisitions, how can a firm objectively assess the value of its target's customer data and its compatibility with its own? SCV could be the answer, writes David Reed. If due diligence is to include a view of the merged customer base, it will be just as important to define what that SCV should include as to agree on definitions of a customer. Despite being a commonly-used term, SCV covers a portfolio of things. To marketers, it means a deduplicated customer or prospect file so that communications are not repeated. At an enterprise level, however, SCV is synonymous with the data warehouse, bringing together every item of information held about each individual or account holder. "You need to be careful about the phrase," says David Barrow, vice- president, vision, solutions and architecture at Chordiant. "Integration of all data never happens. There are programmes where companies have spent years and millions of pounds to prove their data warehouse and have never completed it."
(Data Strategy – April 17, 2007)

Gartner Slots Multichannel Campaign Management Vendors
(Destination CRM – April 11, 2007)

Prime Issuers Tiptoe Into Riskier Waters
(No link available)
Chordiant Software, a Cupertino, Calif.-based supplier of mainframe computer-based software programs designed to help issuers identify new prospects through predictive modeling, recently customized its Decision Management system for use by credit card issuers, says Bill Brown, Chordiant's director of card product marketing. Brown says one of the nation's five largest credit card issuers is using Chordiant's Disputes Manager and Fraud Manager products to streamline the labor involved in servicing new accounts with higher risk factors. "Chordiant products fully automate the entire fraud- and disputes-management processes, so the customer was able to significantly cut the number of employees they need to manage these processes for existing accounts, which means they could also reduce projections of the incremental staff required as they grow," Brown says.
(Cards & Payments – April 2007)

Insurers Deliver Satisfaction -- Customer service can determine customer retention, but a national survey shows that insurers' increased customer service efforts aren't going unnoticed
(Insurance & Technology – April 1, 2007)

Using Social Media to Connect Directly with Customers
(Small Company, Big Image! – March 16, 2007)

The ACSI Shows That Insurance Companies Are Improving Customer Service
(Insurance & Technology – March 9, 2007)

DAK Streamlines Customer-Facing Processes with Chordiant Software
(CRM Today – March 7, 2007)

DAK streamlines customer-facing processes with Chordiant
(No link available)
Chordiant Software and DAK, Germany's second largest compulsory health insurance company, have announced plans to equip the insurer's employees with the Chordiant Enterprise Platform. The new technology is expected to help DAK further improve its internal working processes and lower administration costs.
(Datamonitor News and Comment – March 6, 2007)

Catch and (Accidental) Release
(US Banker – March 1, 2007)

Chordiant calls on lenders to be ready for Customer Credit Bill changes
(Banking Business Review – February 27, 2007)

Chordiant calls on lenders to be ready for Customer Credit Bill changes
(No link available)
Customer experience solutions provider Chordiant has called on lenders to be ready to meet the requirements of the second phase of changes to the UK Consumer Credit Bill, which will include the removal of the GBP25,000 limit. According to the company, although the change will significantly alter the way that banks assess risk, it provides an opportunity for them to improve customer service within the industry.
(Datamonitor News and Comment – February 27, 2007)

Mortgage: Platforms Bearing Wholesale Changes
(Bank Technology News – January 2007)

How do you solve a problem like your customers?
(Mad.co.uk – January 10, 2007)

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