While the primary focus of applying EDM to customer service should not be cost containment or reduction, there is still a role for EDM in managing costs. For instance:

I was talking with Neil Raden and Tom Davenport today on the subject of decisions – what are the various kinds of decisions and how do companies make them and think about making them.

Afterwards I was reminded on something Rob Meredith posted – IT Archaeology: Whatever Happened to SDS? – a couple of weeks ago. It made me think about how we classify problems suitable for Enterprise Decision Management or EDM.