Harvard Business Review

JULY 19, 2013

For example, successfully deploying CRM software on time and to budget will deliver little unless sales, customer services, and fulfillment processes are redesigned, staff trained to have the right conversations with customers, data quality improves, and marketers build the right competencies to use all the data that will now be available to them.

CIO 8

CIO CAPEX Budgeting CRM 8

Harvard Business Review

OCTOBER 5, 2012

Many innovative customer-service solutions like these are simple and inexpensive, and they have high payback. It might take a scorecard approach for you to figure out that the sales peak coincided with a particular phase in the staff-training schedule. Big data, by contrast, is far from inexpensive, and the payback is often iffy.

CAPEX 15

CAPEX Balanced Scorecard Hedge Software 15

Harvard Business Review

JANUARY 27, 2017

Executives who wouldn’t hesitate to automate a factory now flinch at the prospect of deep-learning algorithms dictating their sales strategies and capex. The bad news: Petabytes of new data and algorithmic innovation assure that “autonomy creep” will relentlessly challenge human oversight from within.

Outsourcing 8

Outsourcing Software CAPEX Competitive Advantage 8