As IT professionals we are not generally famous for our polished savoir faire, some recurrent stereotypes in fact have us being just the opposite when it comes to social skills. Yet if it is true that "life is service," working on our customer orientation and service skills can be a great investment, not just individually but collectively as the IT professionals in our respective organizations. This issue of the CBR is full of tangible guidelines and actionable ideas to help you get started.

• Read the introduction

Most organizations realize that customer data has significant value. Yet, with the amount of customer data proliferating, and with customers becoming increasingly more discriminating, the ability to harness the value of customer data is becoming a crucial skill. How to extract value from the heaps of data available is a process not without challenge.

AN ACADEMIC PERSPECTIVE
Geneviève Bassellier, Professor, MIS; and Ron Cenfetelli, Assistant Professor, MIS, Sauder School of Business, University of British Columbia (Canada)

A VIEW FROM THE FIELD
Bob Furniss, Senior Consultant, Cutter Consortium

• View the editorial calendar

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