Chapter 15
Lean Business Intelligence
Listening to the Virtual Voice of the Customer
Steve Bell
With the convergence of many technological advancements, we have reached a new level in our ability to learn from the digital world around us, a tipping point where new things are not only possible and practical but required if the enterprise is to remain competitive. According to Erik Brynjjolkfsson, director of the MIT Center for Digital Business, “Most great revolutions in science are preceded by revolutions in measurement. We have had a revolution in measurement, over the past few years, that has allowed businesses to understand because in much more detail what their customers are doing, what their processes are doing, what their employees are ...
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