Today’s new digital business technologies enable organisations to achieve near complete communications and instant access to information. This can result in enormous improvements of the performance of an organisation. However, there are many examples of failure — some of which are being discussed in this book. Too often these new technologies bring no improvement whatsoever to the sharp end of the business: where and when you meet your customer. We claim this is what the digital business technologies should allow you to do better than ever before.
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