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Until only recently, most companies took the "make and sell" approach to doing business. Products were manufactured and put on shelves for customers to buy. As improved service and continuous improvement came into vogue, the customer was added to the mix. Companies began actively to seek input and feedback. The new technologies that now enable networking, however, allow and even dictate a "virtual" environment, where customers become an integral part of the strategic process. Similarly, employees at all levels are being included in these networks. This collection of papers investigates the infrastructure needs for such an environment, develops strategies for "sensing" the customer and the employee, specifies the capabilities required to "respond," and analyzes how organizations will then be transformed. The 14 papers were presented at a 1995 Harvard Business School colloquium called "Multimedia and the Boundaryless World," the third such conducted by the school to investigate the "information technology revolution." David Rouse
"SENSE & RESPOND offers useful, interesting advice for companies of all shapes and sizes and can be a source of particular inspiration for those planning major changes. For businesses that are planning ahead, SENSE & RESPOND is an educational look into the future, and it's a warning to those that are behind the curve." -- CIO, May 15, 1998See all Editorial Reviews