Ten years of independent studies show the average rate of return on all large project implementations is negative. Why are so many companies making the same mistake?
Natalie Petouhoff, PhD
Natalie Petouhoff, PhD (a.k.a. Dr. Nat) is a thought leader in Hitachi Consulting's Customer and Channel 20 20 SM Solutions Group. There she helps companies not only gain a clear vision of their customers today, but also takes them beyond the year 2020 to continue to understand their changing needs and the bottom-line value of acquiring and retaining customers in a very competitive marketplace. Dr. Nat is the author of Integrating People, Process and Technology (2003, Anton Press) and Reinventing Your Multi-Channel Contact Center (Prentice-Hall, 2006). Before joining Hitachi Consulting, Petouhoff was a thought leader at Benchmarkportal and a change management and contact center and software implementation consultant at PricewaterhouseCoopers. She teaches organizational change management, CRM, project management and leadership courses in Pepperdine University's MBA program.