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" ... Collections and dunning should not hurt the CX. Unpaid invoices are commonly due to an error rather than deliberate nonpayment. Some of the most common reasons for skipped or late payments are expired credit cards and insufficient funds. Automated payment retries readily address these issues without jeopardizing the customer relationship. ... "
" ... In the late seventies, he came up with remote payroll. Today, we would call that internet payroll. In the late seventies, the first thing he did was he got payroll data entered on cassette tapes, right? I remember him coming up with that and later getting suited up to go tour the Intel chip factory in Santa Clara County. I took that as like, "Okay, I want to do something that I am passionate about. I want to feel really excited about solving the problems in the world that I know or saw." Lots of weekends, I would go in and I would stuff dunning letters, invoices into envelopes for customers that owed money. I would help him organize the AP file. I would do stuff like that just because I want to be with Dad. It was not every weekend but probably a couple times a year. It is like, "Hey, I got to go in. Anybody want to come?" I would go in. I would get a chance to learn and just obviously be with dad. ... "
" ... Integration with back-end business systems is essential to agility. You need to include pricing and billing in the business workflow to automate functions such as invoice generation, dunning, payments, payment retries, revenue recognition and reconciliation. For you to mix and match operational components to test different models and outcomes, there also needs to be seamless integration with supporting business systems, such as CRM, ERP and supply-chain management, to create a simple, seamless end-to-end workflow. ... "