I'm sure some bright mind said many decades ago that treating your customers well is a good thing. That doesn't mean customer service isn't important today, right? More than ever, we're seeing companies use business technology to shorten and optimize their operations to improve customer relationships, stamp out inefficiencies, make better decisions, and create revenue opportunities. That's precisely why we're paying attention to it today. Improving business processes isn't a new thing, either. But it's taken on broader urgency thanks to the huge investment in Internet technology, the demand for more real-time information, and tighter collaboration among business partners. And that's precisely why we're launching a new section called Business Processes this week (see story, "Strong Foundation For Change"). So, while we're not aiming to downplay anyone else's thoughts on any of the topics we cover, we hope to provide some of the most current research, insights, and thought-provoking content on topics we know are on your mind.
The books I mention above can be found at Amazon.com. You might also want to check out a recent article that McKenna wrote for Optimize magazine, "CIO As Marketeer," June 2002, www.optimize mag.com/issue/008/marketing.htm.