At the heart of customer relationship management (CRM) is the customer, and knowing the customer is key. Next month you’ll learn why it's vital to determine not just the customer’s propensity to buy but her capacity to buy — and why companies whose CRM systems leverage broader market data and predictive analytics will surpass those that get their CRM functionality out of a box.
In this issue of Cutter Benchmark Review, we focus on a topic that is dear to my heart and to that of many IT professionals I know: innovation in IT departments.
In the first installment of "Securing Cyberspace," we asked, "Is it time to rethink our strategy?" The answer was a resounding "yes." In next month's issue, our authors discuss a bevy of innovative ways we can protect our cyber infrastructure, from managing cyber risk through cyber insurance to reengineering the base protocols of TCP/IP.
Why are seminars on measuring IT performance so well attended but implementation of performance management programs so rare? Could it be that we are afraid to manage IT like a business? Tune in next month as we look IT performance management full in the face — and live to tell the tale. Our expert authors will show you how to design a dashboard with leading indicators that help you take action.
Since this is the halfway point of my tenure as editor of Cutter Benchmark Review, I thought this would be a good time to give you, our readers, a tour of our production process. When preparing for a new issue, we typically start by looking at the set of Cutter Online Resource Centers and, trying to balance our coverage of topics amongst them, formulate ideas about what you, our readers, would most value: knowledge management, security, privacy, new IT trends, IT innovation (next issue), and so on.
