Summary
Software is THE crucial element of business success in the age of the customer. It captures the essence of companies' value and brand promise and provides the means of engagement for customers. For businesses in any industry, software IS the company. This brief outlines the characteristics of three classes of modern software, putting systems of engagement in the center of an applications troika that also includes systems of record and systems of automation. Working together, these three types of software are the foundation of business success.
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