Customers are the reason any organization is in business. Without satisfied customers, all businesses will eventually fail – period. However, in the frenzy of trying to build and manage relationships that delight their customers, many organizations have become too narrowly focused on the customer.

The customer is simply the end of a long chain of events that must be efficiently integrated and properly timed to flow in a seamless stream. It's time to move beyond customer relationship management (CRM) and broaden the focus to enterprise relationship management and beyond. It's time to build the extended intelligent enterprise (XIE).1

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