Why CRM implementations disappoint, and how to fix them
A customer relationship management system is a database, not a sales method, and most disappointing rollouts trace back to that confusion rather than to the software itself.
IT & Digital
IT as a set of services the business can see and measure, and the lessons of CRM and other system rollouts.
IT service management as a mirror of organisational maturity
How a company handles a broken laptop or a failed server update says a great deal about how it is governed, and the route from firefighting to managed IT services runs through decisions only owners and executives can make.