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Two articles

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Two articles from me that you might like to check out. First in Oracle’s Journal of Management Excellence 2009 February I have a Guest Commentary on The Overinstrumented Enterprise arguing that companies are investing too heavily in monitoring systems while under-investing in making those same systems manageable. This is similar to the argument I made in When is a cockpit not a cockpit?

I also published an article on destinationCRM called Putting CRM to Work which describes how decision management can make CRM more effective. There’s more on this in the Customer Experience category.

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