Summary
As firms try to ramp up their data capabilities to make the best use of customer data, they are finding a lot wrong with the state of their organization. They lack the skills and knowledge they need, there's little clarity regarding who is supposed to do what, and there's painfully minimal collaboration across organizational boundaries. This report describes how customer insights (CI) professionals can rationalize data functions and help their organization's leaders map business and technology management roles to their appropriate functions.
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