The Architecture of the Customer Experience, Part 1

by Vince Kellen

The connection between IT investments and success with the customers who pay the firm money is often indirect, ambiguous, and difficult to establish. For example, IT initiatives designed to share customer information to aid sales and marketing decisions might not have any impact on firm sales due to a variety of factors, including unpredictable external market events, internal business process issues, poor teamwork, misaligned goals and incentives, and so on.

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The Architecture of the Customer Experience, Part 1Wed Jan 02 08:30:57 CDT 2008