I recently heard about a person in the military who was described as "all Mach but no vector."1 When asked what this expression meant, the general replied that the person in question always seemed to be going 100 miles per hour, but direction seemed optional.

Unfortunately, these days we often witness this same occurrence in information technology-driven customer relationship management (CRM) initiatives. The person in charge speeds down the implementation trail with little or no guidance from the business community about what problem(s) he or she is expected to be solving. This occurrence is not new to the information technology (IT) industry, but that doesn't mean it's any less disturbing.

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