David R. Laube and Raymond F. Zammuto

In the past, CRM has followed a basic balanced scorecard technique involving four categories: customer, financial, operations, and people. From an inside-out perspective, organizations first analyzed the needs and capabilities of operations and their people to determine what could be delivered to the customer. From that, they drew conclusions and predictions to determine the impact on the financial category. As this has changed, so have … [ Read more ]

Is a Centralized or Decentralized IT Organization Better?

Centralize your IT department or decentralize? Which gives your company the biggest boost? Depends.