Joey Fitts discusses customer intelligence at the Strategy Leaders Roundtable with Drs. Robert Kaplan and David Norton at Palladium's Americas Summit in San Francisco in November 2009.
Fitts cites cases of organizations utilizing both structured and unstructured information to gain competitive advantage. Included: the case of a leading cellular communications company who realized a savings of USD $2 Million per month, an example from the book he co-authored, Drive Business Performance: Enabling a Culture of Intelligent Execution.
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