ABSTRACT
This chapter recognizes — for a tectonic shift, and the reality is that the onus to bridge the gap will invariably fall to the Technology Division. It explores mechanisms to aid in the effective positioning of the information technology (IT) function in order to maximize customer relationship management (CRM) success. The challenge for the Technology Division is in breaking from the prevailing paradigm of prevention focus, which is especially challenging since it is embedded into the very fabric of organizational structure. Relationship customers have longer-term relationships with the Technology Division and place a premium on the responsiveness of the IT function, their tacit assumption— or, sometimes, not so tacit— being that core reliability and durability have neither been sacrificed. The Technology Division can benefit by working to increase visibility of technology projects, improving the stability and reliability of its systems, promoting technical literacy, and positioning top tech management personnel as closely as possible to business leaders.
