Thursday, February 25, 2010

Business Vs. IT : Who owns the CRM Strategy?

It always amazes me how often this question comes up in discussions with customers. In fact, there are times I discuss this topic even with my fellow consultants. My position has always been the same: “Business Owns the CRM Strategy”, but the debate almost always gets interesting.

Wednesday, February 24, 2010

The Journey of Outside-In Process – A Two Way Road

I recently read an interview with Ranjay Gulati published in the Harvard Business School “Working Knowledge” newsletter (http://hbswk.hbs.edu/item/6201.html) based on the reference given by Dick Lee in his blog here. As Dick rightly says it is an interview which will change the perspective that many of us see customer-centricity.