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.
Smart (Enough) Systems
