Technology changes consistently disrupt key business processes. Embracing change management has become a much appreciated trend in order to prepare the organization for radical changes in sales, service and marketing business processes. By arming individuals with the training, understanding, documentation and incentives to drive adoption of new processes, change management is the icing on the cake to a successful technology implementation.

However, as we have refined mitigating our nontechnical challenges such as organizational change, an old technical nemesis has reared its ugly head. The ability to expose key customer analytics during the business process itself, sometimes called operational customer intelligence, rather than in a different application will drive competitive advantage. But just when most customer intelligence administrators have stopped losing sleep over performance, the synchronization challenges involved with operational customer intelligence resurrects the issue. Solving these issues is the mandate of many customer intelligence administrators and architects and some techniques are emerging.

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