I'm an unabashed fan of Jill Dyché (see some of my earlier entries here) and one reason why is because she is in-your-face when it comes to doing the right
things the right
way and for the right
reasons. The following Q&A with Jill in CIO Magazine shows why I am such a fan: The CRM Backlash
. You can read an excerpt
from Jill's book latest book, The CRM Handbook: A Business Guide to Customer Relationship Management
I took a little side trip to CIO Magazine's IT Value section after reading Jill's Q&A, and found enough articles and papers on operations management, measuring IT value and related topics to keep me occupied and out of mischief for many hours.