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Web Site Quality: What Is It and Why Does It Matter?
Gabe Piccoli, Editor
With this issue of Cutter Benchmark Review we focus on a very tangible problem that all modern organizations face: maximizing their investments in Web site design. How to maximize the ROI of a Web presence is an important challenge for organizations since, today, the Web is a key customer-interaction touch point for all but the very small firms. Web sites are one of the primary engines through which customers transact with an organization, access support services, and engage in after-sales service.
The Business Value of Customer Data
by Gabriele Piccoli
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.
Management of IT Talent
AN ACADEMIC PERSPECTIVE
Jo Ellen Moore and Mary Sue Love, Southern Illinois University Edwardsville (USA)
A VIEW FROM THE FIELD
Tim Stone, Manager, Financial Security Systems Reliability
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