POV: The Internet of Things is Changing How We Manage Customer Relations

Point-of-View: The Internet of Things is Changing How We Manage Customer Relations Harvard Business Review (HBR) June 2015 Summary: Internet of Things (IoT) is changing how we manage customer relationships. CRM is going beyond the transaction to capture the details of the customer’s actual experience. The vivid view of the end-to-end experiences is rapidly changing how people think about, measure, and manage their customer relationships. IoT is gaining acceptance. People are accepting (giving up things about them) in return for Read More …

POV: Good Data Does Not Guarantee Good Decisions

Point-of-View: Good Data Does Not Guarantee Good Decisions Harvard Business Review (HBR) April 2012 Summary: Big Data, no matter how comprehensive or well analyzed, needs to be complemented by Big Judgment. Executives don’t manage information as well as they manage other assets. Their return on data investments is limited because they are under investing in understanding the information. Investments in analytics can be useless, even harmful, unless employees can incorporate that data into their decision making. Analytic skills are concentrated Read More …