What more can IT do? To lock in your new understanding of consumer needs and to stay abreast of trends in these needs, it is essential to include a survey into your processes. This is not just a satisfaction survey vainly seeking confirmation that IT has indeed “done well." Rather, it’s critical to use this opportunity to ask probing questions to get a handle on how needs are changing and how future offerings might be driven, writes Dick Benton of Glasshouse.

byIndustry Perspectives