Information Masters: Secrets of the Customer Race
John McKeanISBN: 0471988014; 9780471988014;
Less than five percent of the world?s firms achieve the full potential of their customer relationship initiatives The rest are caught in its paradox The core message of Information Masters is simply that the frenzied race back to customers is being won by those who have developed a broad and deep customer information competency. The winners have accomplished this by balancing technology with investments in the predominantly "non-technological" determinants of customer information competency ? people skills, processes, organization structure, culture, leadership, and information itself. "You might think it?s lack of technology that accounts for your inability to forge stronger, more rational and cohesive relationships with your customers, but John McKean?s excellent study shows that technology is likely to be the least of your worries. Information competency is the result of the people you have in place, the processes they follow, the culture of...