Our goal with this issue is to provide some benchmarking data on the state of the adoption and use of post-PC devices in an attempt to understand whether they have become pervasive and how organizations are approaching their integration in the firm's overall infrastructure. If you need ammunition to spur your action into better action when it comes to a tablet strategy, you can find it here — we have done our job!
May 2011
April 2011
In this issue of Cutter Benchmark Review, we consider the future of customer relationships, the management of those relationships, and the role that IT and the IT shop can play in the evolution of effective customer relationship management (CRM). Right off the bat it's important to ponder some questions that are fundamental to how we understand, on the most basic level, the dynamic and structure of the relationships we have with our customers. Think about the following for a moment: In today's world, is it really possible (or even desirable) to "own" a customer anymore? How is our present use of IT aiding our relationships with our customers? And in the current environment of data overload and incredible accessibility of information and services, is it possible (or even wise) to expect consumers to continue to relinquish control of what is truly theirs, namely, their own personal information?
In this issue:- Managing Customer Relationships: Challenging Some Old Assumptions May Usher in the Future
- The Key to Getting to Your Customers Is to Get Beyond Yourself
- The Changing Face of Marketing: Understanding How Customer-Managed Interactions Fit Alongside CRM and Change Consumer Engagement
- New Strategy, Same Goal: Deriving Greater Value from Customer Interactions
- Customer-Managed Information and Relationships Survey Data
April 2011
Old Wine in a New Bottle
The value chain concept dates to 1985, so if it was able to ground business-IT discussions in a rational assessment of IT's contribution to value generation, we'd know it by now. The revival of this notion among architects is going to make IT sound as if they care about business concepts, but the only sure benefit will be to consulting firms' revenues.
In this issue:March 2011
There's a lot to think about when contemplating the value and use of the mass of data that is undoubtedly accumulating every day within your firm. In this issue of CBR, we provide you with a solid footing for understanding and moving forward with your own deliberations. In a manner of speaking, your data is the "bird in your hand" that you may not even know you hold — or have not yet developed the skills to hold. Reading what our experts have to say on the subject will provide a mental framework for approaching the decisions necessary to take advantage of the wealth of information at your fingertips.
March 2011
Replacing a Bad Process Produces Better Results
An organization that is operating poorly is better off getting rid of its current process and taking on an entirely new one. That way the bad habits are eliminated at once, and things are done better from day one.
In this issue: