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.