This is the third column in a series of five that describes the different maturity levels pertaining to a customer intelligence road map. Last month's column discussed the importance of the customer intelligence infrastructure. This month's column discusses the details of the second stage of the customer intelligence road map ­ business performance management (BPM).

As discussed in last month's column, a customer intelligence infrastructure supplies the technical architecture, business capabilities and organizational structure enabling companies to become fact-based decision- making organizations. The by-product of this environment is typically information overload.

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